新时代高校服务质量满意度研究——以中部某高校实证调查为例

Empirical Research on Service Quality of Higher Education in the New Era :A Investigation in a Central Chinese University

随着我国高等教育规模迅速扩大,高校在新时代面临各种新的机遇和挑战,大学生对高校服务质量的需求分化突显为主要特征之一。以中部某高校的服务质量与学生满意度为研究对象,通过使用服务质量差距分析模型对高校服务质量与学生满意度进行实证研究,探讨大学生对高校服务质量的期望与感知的差距及总体满意度状况,研究发现不同年级阶段的大学生对高校教育服务质量的24项指标存在不同的意见,特别是"针对性的教学、学生需求和多样化课程"指标存在差异显著。应从微观上监测高校内部教育服务质量,从宏观上提升高等教育内涵,克服行政评估的缺点,纠正以往高等教育价值取向上可能存在的偏差,提倡高等教育把对人的尊重和社会的需要协调一致。

The transformations being experienced by Chinese universities in the new era,which are faced with the opportunity and challenge of adapting to a changing environment and increasingly discerning and segmented demand,highlights the importance of knowing the needs and expectations of students.An empirical study was conducted on students'satisfaction of service quality in a central Chinese university based on SERVQUAL model to explore the gap between university students'expectation and perception of service quality and overall satisfaction.The study found that undergraduate and postgraduates students of different grades had different perception on all 24 indicators of service quality,especially in the"targeted teaching,student needs,and diversified courses".The study went deeply into the desired expectation and minimum perception of service quality to monitor the inner service quality of Chinese universities,enrich the connotation of higher education,overcome the defect of administrative evaluation,eliminate the deviation of higher education values,seek measures that reconcile respect for man with the demands of society.