基于改良后SERVQUAL量表的高校食堂服务质量调研——以杭州师范大学仓前校区3号食堂为例

Research on the Quality of College Canteen Service Based on Improved SERVQUAL Scale:Taking the No.3 Dining Hall of Cangqian Campus of Hangzhou Normal University as an Example

本研究采用改良后的SERVQUAL量表对杭州师范大学仓前校区3号食堂进行调研,量化研究和质性研究相结合,客观评价该食堂的总体服务质量水平以及在服务质量中存在的问题,以现代质量管理理论为指导,针对性地提出建设性的改进方案和对策措施,为高校食堂提升服务质量水平提供参考。

This study used the improved SERVQUAL scale to conduct a survey on the No. 3 dining hall in Cangqian Campus of Hangzhou Normal University. The quantitative research and qualitative research were combined to objectively evaluate the overall service quality level of the canteen and the problems in the service quality. Guided by modern quality management theory, it proposes constructive improvement programs and countermeasures in a targeted manner to provide reference for improving the service quality of college canteens.