高等教育机构服务质量管理研究

A Study of the Service Quality Management of Higher Education Institutions

本文在Servqual 量表基础上，开发了高等教育服务质量测量工具，具有良好的信度和效度。研究表明：在本次对高等教育服务质量测量上，本文提出的高等教育机构服务质量测量工具要花优于Servqual量表。在实践管理上，本文开发有总体缺口分析表和高等教育机构服务质量扫描图，作为高等教育机构服务管理的基本工具。

This study develops a reliable and valid tool to measure the quality of higher education institutions on the basis of Servqual. This tool is more exact than Servqual when measuring the quality of higher education institutions. At the practical level， the study develops a total gap analysis table and a scan of higher education institution service quality， as basic tools for the higher education management.