高校学生服务满意度的测评体系与调查研究  

Evaluation System and Investigation of College Students Service Satisfaction

作　　者：王树青[1] 佟月华[1] 董及美[1] WANG Shuqing;TONG Yuehua;DONG Jimei(School of Education and Psychology,University of Jinan,Jinan 250022,China)

机构地区：[1]济南大学教育与心理科学学院,济南250022

出　　处：《鲁东大学学报（哲学社会科学版）》2021年第3期56-62,共7页Ludong University Journal:Philosophy and Social Sciences Edition

基　　金：国家社会科学基金项目“我国高校学生服务体系改革研究”(BIA140097);济南大学研究生教学改革研究项目(JDYY2010)。

摘　　要：大学生满意度是评价高校学生服务质量和高校竞争力的重要指标。课题组建构了高校学生服务满意度的测评体系,并编制了调查问卷,通过对2628名大学生的调查研究考察了我国高校学生服务满意度的基本特点。结果发现:(1)探索性因素分析和验证性因素分析表明该问卷具有较好的结构效度,内部一致性信度和重测信度也较高。(2)大学生对高校各分项服务满意度的平均分在3.66-3.94之间,满意度居前三位的依次是社团与实践活动服务、学业发展服务和心理健康服务,校园生活服务的满意度最低。(3)大学生对高校学生服务满意度在年级、性别、生源地和是否独生子女等个体特征方面存在差异,在学科和高校地区上也存在差异。基于实证调查结果,建议切实提高学校各项服务水平,改变高校教师的服务观念,有针对性地开展学生服务工作,加强中西部地区高校建设。College students satisfaction is an important index to evaluate the service quality of college students and the competitiveness of colleges and universities.The research group constructed an evaluation system of college students service satisfaction,and developed a questionnaire.Through a survey of 2628 college students,we investigated the basic characteristics of college students service satisfaction in China.The results are as follows.(1)Exploratory factor analysis and confirmatory factor analysis show that the questionnaire has good construct validity,high internal consistency reliability and high retest reliability.(2)The average score of college students satisfaction with various services in colleges and universities ranges from 3.66-3.94,and the top three in terms of satisfaction are community and practical activity service,academic development service and mental health service,while campus life service has the lowest satisfaction.(3)College students service satisfaction differs in terms of individual characteristics such as grade,gender,student origin and whether they are the only child or not,as well as in terms of disciplines and college areas.Based on the empirical survey results,it is suggested that the colleges and universities should effectively improve the level of various services,change the service concept of college teachers,carry out the targeted student service,and reinforce the construction of colleges and universities in the central and western regions.

关 键 词：高校学生服务 满意度 测评体系 调查研究 

分 类 号：G647.1[文化科学—高等教育学]