校企共建专业学生满意度测评指数模型的构建  

The Construction of Student Satisfaction Evaluation Index Model of the Major of School-Enterprise Joint Construction

作　　者：陈锴[1] 杨杰夫[2] CHEN Kai;YANG Jie-fu(School of Language and Literature of Lijiang College,Guangxi Normal University;Teaching&Scientific-Research Office of Lijiang College,Guangxi Noiroal University)

机构地区：[1]广西师范大学漓江学院语言文学学院 [2]广西师范大学漓江学院教学科研与管理处,广西桂林541006

出　　处：《教育理论与实践》2021年第30期21-25,共5页Theory and Practice of Education

基　　金：2019年度广西高等教育本科教学改革工程项目一般项目A类“校企协同校校融合的应用型人才培养模式研究与实践”(项目编号:2019JGA382)的研究成果之一。

摘　　要：借鉴ACSI顾客满意度测评指数模型,运用因子分析和结构方程,构建共建专业学生满意度测评指数模型。研究发现:模型包含服务预期、硬服务质量感知、软服务质量感知、感知价值、满意度、学生抱怨、学生忠诚等7个因素;服务预期分别通过“硬服务感知质量→感知价值→满意度”和“软服务感知质量→感知价值→满意度”两条路径对满意度产生正向间接影响;硬服务感知质量通过感知价值对满意度产生正向间接影响;软服务感知质量通过感知价值对满意度产生正向间接影响。感知价值对满意度产生正向直接影响;满意度分别对学生抱怨和学生忠诚产生正向直接影响;软、硬件服务质量相互影响,共同构成校企共建专业服务质量;学生满意度对其忠诚度的影响大于学生满意度对学生抱怨的影响。Referring to the ACSI customer satisfaction evaluation index model,using factor analysis and structural equation,we construct the student satisfaction evaluation index model of co-construction major.The findings show that the model includes such seven factors as service expectation,perception of hard service quality,perception of soft service quality,perceived value,satisfaction,students’complaints and students’loyalty;service expectation has a positive and indirect impact on satisfaction through two paths of“hard service perceived quality→perceived value→satisfaction”and“soft service perceived quality→perceived value→satisfaction”;the perceived quality of hard service has a positive and indirect impact on satisfaction through perceived value;the perceived quality of soft service has a positive and indirect impact on satisfaction through perceived value.Perceived value has a positive direct impact on satisfaction;satisfaction has a positive direct impact on students’complaints and loyalty respectively;the service quality of software and hardware influences each other to form the joint construction of professional service quality;the influence of students’satisfaction on their loyalty is greater than that of students’satisfaction on their complaints.

关 键 词：校企共建专业 学生满意度 测评指数模型 硬服务 软服务 

分 类 号：G40-058.1[文化科学—教育学原理]