多媒体教室管理人员服务质量的实证研究  

An Empirical Study on Service Quality of Multimedia Classroom Management

作　　者：季益龙[1] 金炳尧[2] 

机构地区：[1]浙江师范大学信息化办公室,浙江金华321004 [2]浙江师范大学信息传播实验教学中心,浙江金华321004

出　　处：《实验室研究与探索》2016年第2期250-254,共5页Research and Exploration In Laboratory

基　　金：浙江师范大学2013年度校级人文社科科研项目资助(KYJ06Y13073)

摘　　要：为了科学、准确地评估多媒体教室管理人员的服务质量。研究采用了SERVQUAL量表,设计了包括教学环境、业务素质、服务态度、信任程度、个性服务等五个维度共32个题项的问卷,并对问卷回收数据进行了因子分析等多元统计处理,结果与假设吻合度高。依据数据处理结果,绘制出多媒体教室管理人员服务质量的感知与期望PE图。研究结果表明:1教师对服务期望与感知之间具有非常显著的负差距;2多媒体教室管理人员服务质量差距与教师行为意向存在显著正相关关系;3高校在多媒体教室管理优先改进方向是"教学设施环境"和"管理服务个性化"两个方面。This article aims to assess scientifically and accurately the service quality of multimedia classroom management. By using the SERVQUAL scale,a questionnaire which includes five dimensions and thirty-two items has been designed. The five dimensions were teaching environment,professional quality,attitude of service,level of trust,personalized service The data conducted from questionnaire were processed by using factor analysis and multivariate statistical processing. The analyzing result highly met the hypothesis. According to the results of data processing,a PE figure was plotted for perception and expectation of the service quality of multimedia classroom management. The results showed that： 1） Teachers＇ expectation and perception of the service exist very significant negative gaps; 2） The service quality of multimedia classroom management significantly affects the teacher＇s behavioral intentions in future; 3） The priority improvement direction for multimedia classroom management concentrates on two areas： ＂teaching environment＂and ＂personalized service＂in the university.

关 键 词：多媒体教室 管理人员 SERVQUAL模型 服务质量 

分 类 号：G40-057[文化科学—教育学原理]