高等教育服务质量均值结构模型构建及实证研究

The Construction and Confirmatory Analysis of Mean Structure Model of Service Quality in Higher Education

均值结构模型分析发现，高等学校教学工作水平评估前后高等教育服务质量、服务价值、满意感及行为意向的因子均值均存在显着差异，即从学生感知的视角来看，高等学校教学工作水平评估有助于高等教育服务质量的改进。高等教育质量管理部门应树立高等教育服务质量观，将高等教育服务质量、服务价值、满意感和行为意向等变量纳入高等教育质量评估指标，构建学生参与高等教育质量评估的机制．以进一步完善高等学校教学工作水平评估体系。

The mean structure model reveals that service quality, service value, sense of satisfaction, and behavioral intention are significantly different after teaching quality evaluation in higher education institutions. That is to say, in the view of undergraduates, teaching quality evaluation is conducive to quality improvement of higher education. In order to improve the quality evaluation system of higher education, quality management departments need to establish a concept of service quality in higher education, to embed variables such as service quality, service value, satisfaction and behavioral intention into the index system of quality assessment, and to build a mechanism with which university student could participate in the assessment process.