教育服务的期望与感知:新疆中小学调查数据的实证分析

Expectations and Perceptions of Education Service:An Empirical Study on Xinjiang Primary and Secondary School Survey

教育的目的是为受教育者服务，测度学生对教育服务质量的期望和感知可以更好地提供教育服务．以新疆中小学生为样本，借鉴SERVQUAL模型设计具有新疆特性的教育服务质量调查问卷，构建指标实际测度教育服务质量的期望和感知．得到抽样学校期望和感知的差距，并对不同地域、类型、性质的学校进行对比分析．结合实证结果分析差距产生的原因，进而提出改进的措施．

The purpose of education is serving the students. Measuring the students＇ expec- tations and perceptions towards education can provide better education service. Sampled on primary and secondary students of Xinjiang Province, we use SERVQUAL model to design the specific questionnaire concerning Xinjiang Province＇s special education service. After con- structing indices to measure the expectations and perceptions of students towards education service, we compare sampled schools from various places, kinds and characteristics. We find out that there exists a gap between expectations and perceptions. By analysing the reasons about gap,we provide improved strategies.