基于SERVQUAL模型的北京某高校研究生教育服务质量评价研究  

Research on the Evaluation of Graduate Education Service Quality Based on the SERVQUAL Model at a University in Beijing

作　　者：刘懿萱 徐明 严惠茹 陈楚云 郭玲伶 Liu Yixuan;Xu Ming;Yan Huiru;Chen Chuyun;Guo Lingling(Graduate School,Peking University Health Science Center;School of Nursing,Peking University;Peking University First Hospital,Beijing 100191,China)

机构地区：[1]北京大学医学部研究生院 [2]北京大学护理学院 [3]北京大学第一医院,北京100191

出　　处：《中国高等医学教育》2024年第5期5-7,共3页China Higher Medical Education

基　　金：2022年度北京大学医学部教育教学研究立项课题(2022YB40)。

摘　　要：目的:了解研究生对本校医学教育服务质量的评价,促进学校教育服务质量提升。方法:基于SERVQUAL模型构建高校教育服务质量评价指标体系,以平均重要性和平均满意度为坐标原点构建象限模型进行IPA(importance-performance analysis,IPA)分析。结果:问卷调查结果表明学生对学校的学术氛围、制度保证以及导师的专业水平等认可,但对校园设施、科研平台、前沿课程、国际交流等评价较低。结论:建立教师教学创新激励机制,加强科研平台建设和国际交流支持力度,规范教学基地和改善校园生活环境等改革措施与建议,旨在推动高校提升教育服务质量,促进人才全面发展。Objective:To understand the evaluation of medical education service quality by graduates at the university and to promote the improvement of educational service quality.Methods:Based on the SERVQUAL model,an evaluation index system for higher education service quality was constructed.An IPA(importance-performance analysis)model was used with the average importance and satisfaction as the coordinate origin.Results:The survey showed that students recognized the academic atmosphere,institutional guarantees,and professional level of mentors,but rated campus facilities,research platforms,frontier courses,and international exchanges lower.Conclusion:The study proposes measures and suggestions such as establishing incentives for teaching innovation,strengthening the construction of research platforms and support for international exchanges,standardizing teaching bases,and improving campus living environments to enhance education service quality and promote comprehensive talent development.

关 键 词：教育服务质量 评价 指标体系 

分 类 号：G643[文化科学—高等教育学]