摘要
通过对北京某高校综合服务大厅用户满意度的实证研究,分析了影响高校服务水平的因素和机理,进而探究新时代高校综合服务发展路径。文章发现,高校综合服务大厅用户满意度受硬件因素、服务因素和用户因素影响,其中硬件因素和服务因素为客观因素,用户因素为主观因素。根据数据分析,文章从硬件因素和服务因素两个客观因素出发,在夯实场地设置、巩固基础设施、丰富服务内容、提高服务效率和提升服务水平五个方面提出高校综合服务发展路径,为开创科学型、服务型、友好型高校综合服务新局面提供理论依据和实践参考。
Through the empirical analysis of user satisfaction in the comprehensive service hall of a university in Beijing,this paper investigates the factors and mechanisms that affect the service level of colleges and uni-versities,and further explores the development path of comprehensive services in colleges and universities in the new era.It is found that user satisfaction of comprehensive service halls is influenced by hardware factors,ser-vice factors,and user factors.Among them,hardware factors and service factors are objective factors,while user factors are subjective factors.Based on the research results,starting from two objective factors of hardware and service,this paper proposes a development path for comprehensive services in colleges and universities in five aspects:consolidating site settings,consolidating infrastructure,enriching service content,improving service effi-ciency,and enhancing service level,so as to provide theoretical basis and practical reference for creating a new situation of scientific,service-oriented,and friendly comprehensive services for colleges and universities.
作者
王卓识
常鑫宇
邓旺
WANG Zhuoshi;CHANG Xinyu;DENG Wang(Beijing University of Posts and Telecommunications,Beijing 100876,China)
出处
《北京科技大学学报（社会科学版）》
2024年第5期54-64,共11页
Journal of University of Science and Technology Beijing(Social Sciences Edition)
基金
北京市学校思想政治工作研究课题“系统论视域下高校思想政治工作协同育人研究”(编号:XXSZ2022ZC15)。
关键词
扎根理论
高校综合服务
用户满意度
发展路径
grounded theory
comprehensive service in colleges and universities
user satisfaction
development path
