现代远程教育公共服务体系学习中心 PZB 服务质量差距研究

The Empirical Research on PZB Service Quality Gap in Modern Distance Education Public Service System

为了促进现代远程教育公共服务体系学习中心健康可持续发展，形成“看得见、摸得着、说得清、可借鉴、可复制、可推广冶的实践范例，在公共服务体系学习中心构建统一的服务质量标准体系迫在眉睫，笔者在《现代远程教育公共服务体系学习中心服务质量标准体系研究》一文研究成果的基础上，借鉴美国学者普拉苏拉曼(Parasuramn， A.)等提出的PZB服务质量差距模型及SERVQUAL评价量表，根据服务质量标准体系的影响要素设计评价量表和理论模型，以无锡市广播电视大学江阴分校奥鹏远程教育学习中心为例，从学习者角度出发，对有形性、可靠性、响应性、保障性和关怀性五维度评价要素进行服务质量感知差距的实证研究，并对学习中心服务质量评价结果进行科学分析，找出存在的服务质量差距及原因，提出提高学习中心服务质量的建议和对策，以提升学习者的服务质量感知和满意度。

In order to promote the healthy and continuous development of the Education Center of Modern Distance Educational Public Service System， and to increase users爷learning experience and convenience (e. g. ， easy to watch， feel， explain， follow and copy)， the key question of modern distance education is: how to create a service quality standard rubric for the Education Center of Public Service System. Based on the following reports， “The Principle Suggestions on the Construction and Management of Modern Distance Education Center by the Ministry of Education 2002”， “ The Practical Suggestions on the Construction and Management of Modern Distance Education Public Service System by the Open University of China 2005”， and “Some Suggestions on Carrying out the Promotion Project of Socialized Public Service System and Strengthening the Construction of Sample Education Center by the Open University of China 2010”， this article constructed a set of guidelines through Delphi technique and Specialist Enquiry Methods， and tested the proportion of the guidelines and the evaluation standards through qualitative and quantitative methods. As a result， a Service Quality Guideline System of the Education Center of Public Service System was established.Additionally，this article designed an evaluation rubric based on the PZB Service Quality Disparity Model and SERVQUAL Chart of Evaluation proposed by a U. S. specialist， Parasuramn. From a learner's angle of view， this article also studies the five influential factors ( visibilities， reliabilities， influences， guarantees and solicitudes) and their fifty evaluation items， which are related to the Education Center of Public Service System. The authors researched on the Service Quality Disparity Model using the Open Distance Education Center of Wuxi Broadcasting and Television University Jiangyin Branch as an example.By checking the mid-term teaching materials， the authors investigated influential factors of the service quality standard system. The authors also found the Service Quality Disparities and their causes. The results provide solutions to improve the Service Quality of the Education Center. One of applications of this study is to improve students' learning experience and form a series of dynamic controlling models to continuously improve the Service Quality. Another application is to monitor and evaluate the Service Quality of the Education Center of Modern Distance Educational Public Service System.During the subsequent research， the author tried to apply the principle of total quality management and ideas from ISO 9000:2000 to the managing process of Modern Distance Education Service System. The PDCA Management Cycle， proposed by U. S. statistician Dr. Daimin， was also used to match the PZB Service Quality Disparity Model and SERVQUAL Chart of Evaluation. In this way， a series of dynamic controlling models were developed to monitor and evaluate the Service Quality of the Education Center of Modern Distance Educational Public Service System and provide the best modern distance education service to the learners with high quality and normalized service.