新疆高等教育服务质量与学生满意度实证研究

发布时间：2018-10-08 18:53

【摘要】：自中国高等教育扩招以来，高等教育服务质量问题成为各方关注的焦点。政府、高等学校、教师和用人单位都是高等教育质量评估的主体，然而在我国以大学生这一“消费者群体”为导向的高等教育服务质量评价和保障模式却尚未建立，随着目前本科生培养规模的扩大，高等学校作为非营利性质的服务组织，其提供的服务能否使顾客（尤其是学生）满意已经成为人们关注的焦点。此外，，尽管服务质量和顾客满意度的内涵、特性及其概念模型已在商业领域得到了广泛的研究与运用，但是关于我国尤其是新疆高等教育服务质量和学生满意度及其之间关系的实证研究则显得十分薄弱。因此，本研究具有重要的理论和实际意义。为了深入研究新疆高校服务质量和学生满意度及两者之间的关系，本研究运用了理论演绎与实证分析相结合的研究方法。通过文献回顾和理论分析，将高等教育服务质量分为有形性、可靠性、反应性、保证性、移情性、就业性和结果服务质量七个维度，并且通过了实证检验。通过问卷调研，了解了新疆高等教育服务质量和学生满意度的现状并且证实了两者之间具有比较强的正相关关系，表明学生满意度可以反映出高等教育服务质量的优劣。方差分析证实了不同民族学生在评价教育服务质量和学生满意度方面存在差异，这一结论为新疆高校提高学生满意度提供了思路。根据统计分析结果，就新疆高校改进和持续提高高等教育服务质量，提高学生满意度，办学生满意的西部高校提出了相应的建议，但由于研究时间、研究条件的限制，本文仅从新疆高校的本科生层面进行了调查研究；以后可以在更大的范围内更广泛的层面进行研究。
[Abstract]:Since the enrollment expansion of higher education in China, the quality of higher education service has become the focus of attention. The government, universities, teachers and employers are the main bodies of higher education quality assessment. However, the evaluation and guarantee mode of higher education service quality oriented by college students as a "consumer group" has not yet been established in China. With the expansion of undergraduate training scale, whether the service provided by colleges and universities, as a non-profit service organization, can satisfy customers (especially students) has become the focus of attention. In addition, despite the implications of service quality and customer satisfaction, characteristics and their conceptual models have been extensively studied and applied in the business world. However, the empirical study on the relationship between service quality and student satisfaction of higher education in China, especially in Xinjiang, is very weak. Therefore, this study has important theoretical and practical significance. In order to study the relationship between service quality and student satisfaction in Xinjiang colleges and universities, this study uses the combination of theoretical deduction and empirical analysis. Through literature review and theoretical analysis, the service quality of higher education is divided into seven dimensions: materiality, reliability, reactivity, assurance, empathy, employment and result service quality. Through the questionnaire investigation, we understand the current situation of higher education service quality and student satisfaction in Xinjiang, and confirm that there is a strong positive correlation between them, which indicates that student satisfaction can reflect the quality of higher education service. The analysis of variance confirms that there are differences in the evaluation of educational service quality and student satisfaction among students from different nationalities, which provides a way to improve the students' satisfaction in Xinjiang colleges and universities. According to the results of statistical analysis, this paper puts forward corresponding suggestions on the improvement and continuous improvement of the service quality of higher education, the improvement of student satisfaction and the running of the western colleges and universities in Xinjiang. However, due to the limitation of research time and research conditions, This article only carries on the investigation and research from the Xinjiang university undergraduate level; in the future may carry on the research in the broader scope more extensive level.
【学位授予单位】：新疆财经大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：G647

【参考文献】