高校教学服务质量对学生满意度的影响研究
发布时间：2018-08-16 13:45
【摘要】：随着高等教育的大众化进程的日益加快,高校的教学服务质量也逐渐受到社会各界的广泛关注,而高校教学服务质量的好坏会对学生满意度产生一定的影响。本研究通过分析顾客满意度理论及服务质量理论,并将其应用到高校教学领域,在综合分析前人研究的基础上提出研究模型和假设,然后通过问卷调查,并采用描述性分析法、信度分析法、因子分析法和回归分析法对调查得到的数据进行深入分析并验证假设。主要研究结论如下：(1)教师服务、教学管理服务、教学设施、教学辅助服务对学生满意度有显著的影响,且影响程度的大小依次是教学设施、教师服务、教学辅助服务、教学管理服务；(2)学生满意度对学生忠诚度具有显著的影响；(3)本研究采用的测量教学服务质量的量表具有较高的信效度,可以用来评价高校教学服务质量；(4)学生满意度与忠诚度情况不太乐观。针对研究结论提出改进建议如下：高校要重视并定期开展学生满意度测评；要转变管理观念,树立顾客满意理念；应加强实践教学,增强学生实际动手能力；建立及时快速的补救通道,防止产生负面效应。
[Abstract]:With the popularization of higher education, the quality of teaching services in colleges and universities has been paid more and more attention from all walks of life, and the quality of teaching services in colleges and universities will have a certain impact on students' satisfaction. Through analyzing the theory of customer satisfaction and the theory of service quality, and applying it to the teaching field of colleges and universities, this study puts forward the research model and hypothesis on the basis of comprehensive analysis of previous studies, and then through the questionnaire survey, and adopts the descriptive analysis method. Reliability analysis, factor analysis and regression analysis are used to analyze the data and verify the hypothesis. The main conclusions are as follows: (1) teacher service, teaching management service, teaching facility and teaching auxiliary service have significant influence on students' satisfaction, and the degree of influence is teaching facility, teacher service and teaching assistant service. (2) students' satisfaction has a significant influence on students' loyalty, (3) the scale used in this study to measure the quality of teaching service has a high reliability and validity, which can be used to evaluate the quality of teaching service in colleges and universities. (4) students' satisfaction and loyalty are not optimistic. In view of the conclusions of the research, some suggestions are put forward as follows: colleges and universities should pay attention to and carry out the evaluation of students' satisfaction regularly; they should change the management concept and establish the concept of customer satisfaction; they should strengthen the practice teaching and enhance the students' practical ability. Establish timely and rapid recovery channels to prevent negative effects.
【学位授予单位】：青岛大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：G647
本文编号：2186162
[Abstract]:With the popularization of higher education, the quality of teaching services in colleges and universities has been paid more and more attention from all walks of life, and the quality of teaching services in colleges and universities will have a certain impact on students' satisfaction. Through analyzing the theory of customer satisfaction and the theory of service quality, and applying it to the teaching field of colleges and universities, this study puts forward the research model and hypothesis on the basis of comprehensive analysis of previous studies, and then through the questionnaire survey, and adopts the descriptive analysis method. Reliability analysis, factor analysis and regression analysis are used to analyze the data and verify the hypothesis. The main conclusions are as follows: (1) teacher service, teaching management service, teaching facility and teaching auxiliary service have significant influence on students' satisfaction, and the degree of influence is teaching facility, teacher service and teaching assistant service. (2) students' satisfaction has a significant influence on students' loyalty, (3) the scale used in this study to measure the quality of teaching service has a high reliability and validity, which can be used to evaluate the quality of teaching service in colleges and universities. (4) students' satisfaction and loyalty are not optimistic. In view of the conclusions of the research, some suggestions are put forward as follows: colleges and universities should pay attention to and carry out the evaluation of students' satisfaction regularly; they should change the management concept and establish the concept of customer satisfaction; they should strengthen the practice teaching and enhance the students' practical ability. Establish timely and rapid recovery channels to prevent negative effects.
【学位授予单位】：青岛大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：G647
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