摘要
将高校教育视作一项服务产业,借鉴PZB提出的SERVQUAL测量量表和质量差距模型,建立了一套以学生为评价主体的新的高校教育服务质量评价体系。通过问卷调查,应用这一评价体系对泰州市某本科高校的教育服务质量进行实证研究,对学生的服务期望、服务感知和服务质量进行定量研究和分析,并运用SAS系统软件计算出了五个二级指标的权重。该研究不仅为高校管理决策提供了丰富可靠的统计数据,还架起了高校与学生沟通的桥梁。
This paper takes higher education as a service industry, created a student -centered higher educa- tion service quality evaluation system drawing lessons from SERVQUAL measurement scale and quality gap model proposed by PBZ. Through questionnaire surveys, applying this evaluation system it measured the service quality of a college in Taizhou, and analyzed students＇ service expectation, perception and quality gap, calculated the weight of five secondary indicators by using SAS. The system can not only provide rich and reliable datum for college man- agers but also establish a bridge between college and students.
出处
《重庆高教研究》
2013年第5期19-23,28,共6页
Chongqing Higher Education Research
