基于CCSI的高校后勤维修服务满意度测评模型及其服务质量提升研究
Research on Satisfaction Evaluation Model and Service Quality Improvement of College Logistics Maintenance Service Based on CCSI
胡厚臻 1刘鑫琳 1李泽 1李庆武1
作者信息
摘要
为研究高校后勤维修服务对学生满意度的影响,并提高其服务质量,在中国顾客满意指数模型(CCSI)基础上,结合NZY大学后勤维修服务现状建立高校后勤维修服务学生满意度测评模型.结果表明:感知质量因素对学生满意度的影响最大,预期质量因素对学生的感知价值及感知质量影响较弱,后勤形象严重影响后勤维修服务的满意度及整体质量,感知价值、预期质量的影响大于感知质量.高校应在后勤维修服务工作中加强人员培训,提升形象,建立以人为本的理念,从学生需求出发,不断提升后勤维修服务质量与满意度.
Abstract
In order to study the influence of college logistics maintenance services on students'satisfaction and improve their service quality,based on the China Customer Satisfaction Index Model(CCSI)and the current situation of NZY University logistics maintenance services,the study establishes a college logistics maintenance service student satisfaction evaluation model.The results show that perceived quality factors have the greatest impact on students'satisfaction,while expected quality factors have weak impact on students'perceived value and perceived quality.Logistics image has serious impact on satisfaction and overall quality of logistics maintenance services,and the impact of perceived value and expected quality is greater than that of perceived quality.Colleges and universities should strengthen personnel training in logistics maintenance services,enhance their image,establish a people-oriented concept,and improve the quality and satisfaction of logistics maintenance services from the needs of students.
关键词
高校/后勤维修/学生满意度/CCSI模型Key words
Colleges and universities/Logistics maintenance/Student satisfaction/CCSI model引用本文复制引用
基金项目
广西壮族自治区教育科学规划课题专项一般课题(十四五)(2021)(2021ZJY1947)
出版年
2024
NETL
NSTL
维普
万方数据