基于CCSI的高校后勤维修服务满意度测评模型及其服务质量提升研究  

Research on Satisfaction Evaluation Model and Service Quality Improvement of College Logistics Maintenance Service Based on CCSI

作　　者：胡厚臻 刘鑫琳 李泽 李庆武 Hu Houzhen;Liu Xinlin;Li Ze;Li Qingwu(Nanning College for Vocational Technology,Nanning 530008,China)

机构地区：[1]南宁职业技术学院,南宁530008

出　　处：《黑龙江科学》2024年第1期48-51,共4页Heilongjiang Science

基　　金：广西教育科学“十四五”规划2021年度专项课题一般课题“广西高校后勤维修服务质量提升研究与实践”(2021ZJY1947)的阶段性成果。

摘　　要：为研究高校后勤维修服务对学生满意度的影响,并提高其服务质量,在中国顾客满意指数模型(CCSI)基础上,结合NZY大学后勤维修服务现状建立高校后勤维修服务学生满意度测评模型。结果表明:感知质量因素对学生满意度的影响最大,预期质量因素对学生的感知价值及感知质量影响较弱,后勤形象严重影响后勤维修服务的满意度及整体质量,感知价值、预期质量的影响大于感知质量。高校应在后勤维修服务工作中加强人员培训,提升形象,建立以人为本的理念,从学生需求出发,不断提升后勤维修服务质量与满意度。In order to study the influence of college logistics maintenance services on students'satisfaction and improve their service quality,based on the China Customer Satisfaction Index Model(CCSI)and the current situation of NZY University logistics maintenance services,the study establishes a college logistics maintenance service student satisfaction evaluation model.The results show that perceived quality factors have the greatest impact on students'satisfaction,while expected quality factors have weak impact on students'perceived value and perceived quality.Logistics image has serious impact on satisfaction and overall quality of logistics maintenance services,and the impact of perceived value and expected quality is greater than that of perceived quality.Colleges and universities should strengthen personnel training in logistics maintenance services,enhance their image,establish a people-oriented concept,and improve the quality and satisfaction of logistics maintenance services from the needs of students.

关 键 词：高校 后勤维修 学生满意度 CCSI模型 

分 类 号：G647.4[文化科学—高等教育学]