基于IPA的研究生教育服务质量改进研究——基于江苏某省属高校的实证研究

Research on postgraduate education service quality improvement——An empirical study of a university in Jiangsu

研究生教育是一种服务供给,研究生培养机构应转化观念,更多地以"顾客需求导向"不断提升服务质量。为了寻求研究生教育服务质量提升的有效策略,基于在读研究生视角,通过会聚式深度访谈确定研究生教育服务质量属性,并在此基础上基于IPA分析方法,同时考虑顾客对各质量属性的重要度感知及研究生培养机构在各质量属性上的感知绩效,对相关质量属性进行识别与分类,从而确定研究生教育服务质量提升的优先权,并给出相应的针对性策略,为高校、研究所等研究生培养机构服务质量的提升提供科学的决策依据。

As a supply of service, institutions of postgraduate education should transform their actions, be more customer-focused and continuously improve service quality. To achieve effective strategies of improving service quality, quality attributes of postgraduate education service are identified through convergent interviews from the perspective of graduate students. On basis of that, these attributes are identified and classified based on IPA, with consideration of customers′ perception on both importance and performance of them. Priorities for quality improvements are thus determined and targeted suggestions are given, which are supposed to provide references for decision making for postgraduate training institutions.