面向高校MBA教育服务质量的若干理论与方法研究

发布时间：2018-12-12 20:15

【摘要】： MBA教育服务质量作为我国高等教育改革与发展的时代课题,受到社会各界的关注。MBA教育服务市场的开放,已经引起高等教育服务领域的激烈竞争,而竞争的关键取决于MBA教育服务质量的优劣,更取决于MBA教育培养单位所培养的职业经理人的质量。MBA教育培养单位要想保证所培养人才的质量,就必须采取有效措施加强MBA教育服务领域中的质量管理,提高MBA教育服务质量,为顾客(MBA学员)提供高质量的教育服务。因此,本文从顾客满意的视角,围绕MBA教育服务质量的一系列问题展开相关研究。首先,建构了MBA教育服务质量的理论体系。从服务管理的视角,对MBA教育这种不同于一般教育类型的服务产品、顾客及特性等若干基本理论问题进行界定,剖析MBA教育服务质量的内涵和特征,提出MBA教育服务的顾客满意度的理论,建构了较为完整的MBA教育服务质量理论,为后文MBA教育服务质量的实证研究提供理论支撑。其次,建立了MBA学员感知服务质量的模型。在前人已有研究成果的基础上,根据MBA教育的特点,提出MBA学员感知服务质量的四维度模型,指出师资队伍、教育资源、教学过程和实践环节是影响MBA学员感知服务质量的关键因素,淡化任一环节都会造成学员感知服务质量的降低。最后,实证研究了感知服务质量、满意度和行为意向之间的关系。利用因子分析、方差分析以及结构方程建模等技术,验证MBA学员的感知服务质量对其满意度具有显著影响,而满意度又会影响行为意向的选择,为MBA教育服务质量提供了全新的实证研究成果。
[Abstract]:The MBA educational service quality, as an epoch subject of higher education reform and development in our country, has been concerned by all walks of life. The opening up of MBA educational service market has caused fierce competition in the field of higher education service. The key to competition depends on the quality of MBA education service and the quality of professional managers trained by MBA educational training units. MBA education and training units want to ensure the quality of trained personnel. It is necessary to take effective measures to strengthen the quality management in the field of MBA education service, improve the quality of MBA education service, and provide high quality education service for the customers (MBA students). Therefore, from the perspective of customer satisfaction, this paper focuses on a series of issues related to the quality of MBA education service. Firstly, the theoretical system of MBA educational service quality is constructed. From the perspective of service management, this paper defines some basic theoretical problems such as MBA education, which is different from general education types, such as service products, customers and characteristics, and analyzes the connotation and characteristics of MBA educational service quality. This paper puts forward the theory of customer satisfaction of MBA education service, constructs a relatively complete theory of MBA educational service quality, and provides theoretical support for the later empirical study of MBA educational service quality. Secondly, the model of perceived service quality of MBA students is established. On the basis of previous research results, according to the characteristics of MBA education, this paper puts forward a four-dimensional model of perceived service quality for MBA students, and points out the teaching staff and educational resources. Teaching process and practice are the key factors that affect the perceived service quality of MBA students. Desalination of any link will lead to the decline of perceived service quality of MBA students. Finally, the relationship between perceived quality of service, satisfaction and behavioral intention is studied empirically. Factor analysis, variance analysis and structural equation modeling are used to verify that the perceived quality of service (QoS) of MBA students has a significant impact on their satisfaction, and satisfaction will affect the choice of behavior intention. It provides a new empirical research result for the quality of MBA education service.
【学位授予单位】：天津大学
【学位级别】：博士
【学位授予年份】：2008
【分类号】：G643

【引证文献】