基于SERVQUAL的社区教育服务质量评价工具开发及应用研究  

The Development of Service Quality Evaluation Tool for Community Education Based on SERVQUAL and Its Application

作　　者：王润清[1] 余天佐[2] 

机构地区：[1]黄浦区业余大学,上海200020 [2]上海交通大学,高等教育研究院,上海200240

出　　处：《上海教育评估研究》2016年第3期70-75,共6页Shanghai Journal of Educational Evaluation

摘　　要：随着社区教育内涵建设的深化,探寻一种基于学员视角的社区教育量化评价方法迫在眉睫。SERVQUAL是利用顾客对服务的感知信息与期望信息之差异来判断服务质量的特定技术和方法。以SERVQUAL为基调,对上海市黄浦区打浦桥街道社区学校进行抽样调查,通过项目分析、探索性因素分析和效度信度分析,开发社区教育评价工具。通过t检验诊断社区教育服务质量。配合访谈、观察,找出其服务质量差距存在的主要原因,对社区教育实践和改革提出咨询和建议。With the deep development of community education, it is urgent to explore a quantitative evaluation method based on students＇ perspective. SERVQUAL model is the specific technology and method which is used to evaluate the difference between customer＇s perception and his/her expectation and then to judge the service quality. Based on the basic principles of SERVQUAL, we took community education of Huangpu District＇s Dapuqiao area of Shanghai as the investigation sample. Through the project analysis, the exploratory factor analysis and the va lidity reliability analysis, we reconstructed and developed the community education evaluation tool. Subsequently, The community education service quality was diagnosed by t test, the source of service quality gap was found by interview and observation and some suggestions were provided.

关 键 词：SERVQUAL模型 社区教育 服务质量 评价工具 

分 类 号：G40-058.1[文化科学—教育学原理]