黑龙江省研究生教育满意度调查研究

发布时间：2018-01-26 07:32

本文关键词： 研究生高校满意度偏最小二乘回归法　出处：《哈尔滨工程大学》2010年硕士论文　论文类型：学位论文

【摘要】：学生是高校的主体,学生满意度指数在高校评估中具有举足轻重的地位,通过对高校学生满意度的调查,能够发现高校提供的各项服务的优势和不足,为高校的管理提供有价值信息,对促进高校的发展具有重要意义。研究生教育服务管理是高校教育管理中的重要课题之一,将主要应用于工商领域的质量管理理论应用于研究生服务管理领域,是一个前沿研究思路,对提高研究生服务质量管理水平有重要的意义和参考价值。本文运用教育管理学、服务管理学等学科理论研究了研究生服务教育质量评价的基本模式,采用理论与实证研究相结合、定性与定量分析相结合的方法对研究生教育服务管理进行了系统的调查研究。对研究生教育服务质量等概念进行分析界定,明确提出了“以顾客为中心”的质量管理模式,阐述了顾客满意理论在研究生服务管理中的应用,并构建了质量评价的差距分析模型,依据研究生服务质量评价差距分析模型和SERVQUAL评价方法,对研究生教育服务管理进行实证研究和数据分析,表明了差距分析理论对评价研究生教育服务质量的有效性和科学性。文章以黑龙江省为例,构建了质量评价的差距分析模型,并在分析顾客满意理论适用于高校教育的基础上,利用“黑龙江省研究生满意度调查问卷”调查了黑龙江省研究生对高校提供的各项服务的满意状况,对数据情况进行分析。同时介绍了基于偏最小二乘法的满意度指数模型,并依此建立黑龙江省研究生满意度指数模型。根据研究生教育服务管理满意度的调查,找出了各项服务的优劣势所在,并归纳出提高高校教育服务质量的对策建议。
[Abstract]:Students are the main body of colleges and universities, student satisfaction index plays an important role in the evaluation of colleges and universities, through the investigation of college students' satisfaction, we can find the advantages and disadvantages of various services provided by colleges and universities. It is of great significance to provide valuable information for the management of colleges and universities and to promote the development of colleges and universities. The management of postgraduate education service is one of the important subjects in the educational management of colleges and universities. Applying the theory of quality management, which is mainly applied in the field of industry and commerce, to the field of postgraduate service management is a frontier research idea, which is of great significance and reference value for improving the level of service quality management of graduate students. This paper uses the theories of education management, service management and other disciplines to study the basic model of the quality evaluation of postgraduate service education, and combines the theory with the empirical research. Combining qualitative and quantitative analysis, the author makes a systematic investigation and study on the management of graduate education service, and analyzes and defines the concepts of graduate education service quality. This paper puts forward the quality management mode of "customer-centered", expounds the application of customer satisfaction theory in postgraduate service management, and constructs a gap analysis model of quality evaluation. According to the gap analysis model of postgraduate service quality evaluation and SERVQUAL evaluation method, this paper makes empirical research and data analysis on graduate education service management. It shows that the gap analysis theory is effective and scientific in evaluating the service quality of graduate education. Taking Heilongjiang Province as an example, this paper constructs a gap analysis model of quality evaluation and analyzes the application of customer satisfaction theory to higher education. This paper investigates the satisfaction of graduate students in Heilongjiang Province to the various services provided by colleges and universities by means of the questionnaire on satisfaction of graduate students in Heilongjiang Province. At the same time, this paper introduces the satisfaction index model based on partial least square method, and establishes the graduate satisfaction index model of Heilongjiang Province. According to the survey of graduate education service management satisfaction. This paper finds out the advantages and disadvantages of each service, and sums up the countermeasures and suggestions for improving the quality of educational service in colleges and universities.
【学位授予单位】：哈尔滨工程大学
【学位级别】：硕士
【学位授予年份】：2010
【分类号】：G643

【引证文献】