高等教育服务质量与学生满意度研究——以Z大学研究生为例

Higher Education Service Quality and Student Satisfaction--Taking Graduate Stndents from Z University as an Example

借鉴SERVPERF模型,利用统计分析软件SPSS 25.0,对收集到的问卷数据进行描述分析。研究结果显示:高等教育服务质量与学生满意度在性别上不存在显著性差异,在年级和报考形式上呈现显著性差异;高等教育服务质量各维度与学生满意度之间均呈正相关关系;学生对教育服务质量与学生的满意度会显著地影响其行为意向,并且学生满意度起完全中介作用。根据实证研究的结果,提出:从学生需求出发,提高高等教育服务质量;完善高校硬件设施,注重教职工综合素质的培养;针对不同年级的需求,提供个性化服务等建议。

Using SERVPERF model and statistical analysis software SPSS 25.0,the collected questionnaire data were described and analyzed.The results show that there is no significant difference between higher education service quality and student satisfaction in terms of gender,but there are significant differences in grade and examination form;all dimensions of higher education service quality are positively correlated with students'satisfaction;students'satisfaction with educational service quality can significantly affect their behavioral intention,and student satisfaction plays a completely mediating role.According to the results of the empirical research,it is proposed that:according to the needs of students,improve the quality of higher education service;improve the hardware facilities of colleges and universities,pay attention to the cultivation of the comprehensive quality of faculty and staff;provide personalized service and advice for different grade level needs.