摘要
针对服务质量测量量表在中国高等教育部门适用存在的争议,借鉴国外服务质量理论及研究方法,取样西部某高校,试图填补目前量表修订研究样本区域分布的不足;根据调查数据对服务质量测量量表SERVQUAL在中国西部地区高校的适用进行修订,以期为大范围样本的研究做进一步的铺垫;研究结果表明:西部地区高等教育服务质量包括四个维度:保证性、可靠性、反应性和移情性;在此基础上提出了未来研究的建议。
There are still some controversies over the application of the quality of service measurement scale in higher education sector in China. By using the service quality theory and research methods abroad as reference, and taking a certain university in west China as an example, the article attempts to fill the current deficiency of the regional distribution of the quality of service measurement scale. It also revises the application of the quality of service measurement scale SERVQUAL at colleges and universities in western regions of China based on the investigation data in order to make further preparation for research of the examples in a large area. The results show that service quality of higher education in the western region consists of four dimensions - assurance, reliability, responsiveness and empathy. Based on the study, the article presents some recommendations for future study.
出处
《西安交通大学学报（社会科学版）》
CSSCI
北大核心
2012年第6期121-125,共5页
Journal of Xi'an Jiaotong University：Social Sciences
