高校教育服务质量评价模型分析与探讨

Analysis and Discussion of Service Quality Evaluation Models in Higher Education

SERVQUAL模型广泛地运用于服务质量评价中,但其评价模型的选择较为混乱。本文在现有评价模型分析的基础上,对高校教育服务质量总体评价模型进行了修正。修正模型不仅考虑了顾客对服务质量维度的认知差异,也考虑了顾客对服务质量维度中各指标的重要性认知差异。实证研究结果表明修正模型在高校教育服务质量总体评价方面具有更高的准确性。

SERVQUAL model has been used to evaluated service quality widely. However, the selection of evaluation models is confused to evaluated service quality. By analyzing existing evaluation models, a correction model of service quality is proposed for higher education. The correction model considers not only the cognitive differences of dimensions, but also the indica- tors of customers. And the empirical results indicate that the correction model has more accuracy in the overall evaluation of higher education service quality.