Study on quality indicators in higher education: An application of the SERVQUAL instrument

被引：4

作者：

Yang, Zhao ^{[1
]}

Yan-ping, Liu ^{[1
]}

Jie, Tan ^{[1
]}

机构：

[1] Beijing Jiaotong Univ, SEM, Beijing 100044, Peoples R China

来源：

2006 INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1 AND 2, PROCEEDINGS | 2006年

关键词：

evaluation technology; higher education; service quality; SERVQUAL;

D O I：

10.1109/ICSSSM.2006.320693

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Evaluation of the Customer Perceived Service Quality in a quantifying is the most important part of the service management literature. Over the past decade, SERVQUAL instrument has emerged as perhaps the most popular standardized questionnaire to measure service quality. This paper starts with elaborating the great significance to carry out this instrument in Chinese educational institutions. Based on the brief introduction and related review of SERVQUAL instrument, criteria of it are re-designed in order to be suitable to evaluate the service quality of Chinese higher education. Moreover, the data obtained from the utilization of it are analyzed and then applied in a more effective, comprehensive way. As a result, a new quantifying is provided.

引用

页码：1280 / 1286

页数：7

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