高等教育服务质量评价体系研究

Research on the Evaluation System for the Quality of Higher Education Service

高校教育服务质量是高校教育服务特性满足学生需求的程度,是高校学生在接触教学服务的真实瞬间对于服务水平的感知。文章结合本地高校的现实情况和教育行业的特殊性,建立基于SERVQUAL的教育服务质量评价模型,为学校了解学生的需求,进行自身教育服务质量评价,为改进服务质量提供一种工具,并运用该工具对山西省高等教育服务质量进行了评价。

Quality of education service is the degree to which education service characteristics can meet the needs of students colleges; it is also that is the moment when the college students truly perceive service level of education service in practice. This paper,with the combination of the special nature of the reality of local universities and education industry,aimed to establish a SERVQUAL-based quality evaluation model for education service to provide a tool for the school to find out the needs of students,to conduct self-evaluation of its own service quality,and to improve service quality. This model can be used as a tool to evaluate the service quality of higher education in Shanxi province.