基于SERVQUAL模型的高校实训课程服务质量研究
Research on the Service Quality of College Training Courses Based on SERVQUAL Model
张红坚 1贾春玉 1姜斌远1
作者信息
- 1. 广东培正学院 管理学院,广东 广州 510830
- 折叠
摘要
以"全面质量管理"理念为基础,利用SERVQUAL模型,根据该模型设置 5 个维度评价指标,通过对广东培正学院管理学院学生进行调查问卷所得量表的数据为样本,对量表的满意度和期望值等数据进行信度分析、显著性分析、配对 t检验等统计分析,检验实训课程服务质量差异,并提出针对性建议,为高校实训课程改革提供参考.
Abstract
Based on the concept of"Total Quality Management",Using the SERVQUAL model,five dimensional evaluation indicators are set according to the model.Using the questionnaire data obtained from the Management College of Guangdong Peizheng College as the sample,reliability analysis,sig-nificance analysis,paired t-test and other statistical analyses are conducted on the satisfaction and ex-pected values of the scale data.The differences in service quality of university training courses are test-ed,and targeted suggestions are proposed to provide reference for the continuous improvement of uni-versity training courses.
关键词
实训课程/全面质量管理/SERVQUAL模型Key words
Practical Training Courses/Total Quality Management/SERVQUAL Model引用本文复制引用
基金项目
广东省本科高校教学质量与教学改革工程建设项目(粤高教函[2023]4号967)
出版年
2024
NETL
NSTL
维普
万方数据