高等教育服务质量对学生满意度及其行为意向的影响研究  

The Effects of Service Quality of Higher Education on Students’Satisfaction and Their Behavioral Intention

作　　者：翟春娟[1] 孔海宁[1] ZHAI Chun-juan;KONG Hai-ning(Capital University of Economics and Business,Beijing 100070,China)

机构地区：[1]首都经济贸易大学工商管理学院,北京100070

出　　处：《黑龙江高教研究》2020年第11期53-58,共6页Heilongjiang Researches on Higher Education

基　　金：北京市教育科学“十二五”规划重点课题“基于SERVPERF模型的北京市高校本科生教育服务质量评价及对比研究”(编号:ADA15169)。

摘　　要：高等教育服务质量是衡量高等教育成果的重要指标。借鉴SERVPERF模型,从学生感知视角识别出高等教育服务质量的六个维度,即有形性、可靠性、响应性、保证性、移情性和实践性。并构建理论模型进一步深入分析高等教育服务质量和学生满意度及行为意向之间的关系。随后,开展实证研究,借助统计分析软件SPSS 19.0和Mplus 7.4,对收集到的485份有效问卷进行统计分析。结果显示,高校的有形性、响应性、保证性、移情性以及实践性对学生的满意度具有显著的影响作用,学生满意度又对学生行为意向具有显著的影响作用。最后,根据理论分析和实证研究的结果,提出有针对性的、有价值的研究启示。The service quality of higher education is an important index to evaluate the level of higher education.Based on SERVPERF model,six dimensions of service quality of higher education are identified from the perceptive of student perception,including tangibles,reliability,responsiveness,assurance,empathy and practice.Also,theoretical model is designed to analyze the relation between service quality of higher education,student satisfaction and their behavioral intention.Then,an empirical study is conducted.By using software SPSS 19.0 and Mplus 7.4,485 valid data are collected and analyzed.The results indicate that the tangibles,responsiveness,assurance,empathy and practice affect students’satisfaction significantly.Also,students’satisfaction has a significant influence on their behavioral intention.Finally,based on the theoretical analysis and empirical study,targeted and valuable research inspirations are discussed.

关 键 词：高等教育 服务质量 SERVPERF模型 满意度 行为意向 

分 类 号：G647[文化科学—高等教育学]