Study On The Service Quality Management Of Academic Degree And Graduate Education

The service quality management of academic degree and graduate education is a forefront research project in higher education management disciplines. It is a new research approach to transplant the service quality management theory, which is mainly for areas of the industrial and commercial, into the area of academic degree and graduate education; and it has great value for improving the quality management of academic degree and graduate education.By using theoretical research and empirical study, qualitative and quantitative analysis, this paper studies the service quality management of academic degree and graduate education, in which theories of quality management, education management and service management disciplines are involved. The main contents are as follows:Firstly, the paper summed up the status and development trend of the service quality management of academic degree and graduate education at home and abroad, defined the service quality management of academic degree and graduate education clearly and elaborated the new concept of service quality management of academic degree and graduate education. The paper also introduced some concepts related to products and services quality on academic degree and graduate education, analyzed the characteristics of service quality on academic degree and graduate education, and described the function of the service quality evaluation theory which was used in the service quality management of academic degree and graduate education.Secondly, by using the theory of service quality management, combined with the special characteristics of academic degree and graduate education in China, this study established a model to evaluate the service quality of academic degree and graduate education. According to the SERVQUAL analysis model, this paper studied the evaluation of service quality in the process of post-graduate education by using empirical research, mathematical and statistical methods. Results showed that the service quality evaluation model for the academic degree and graduate education is scientific and effective.Thirdly, by introducing the concept of total quality management and the method of ISO9000 quality management system, and taking the specific characteristics of service quality management of academic degree and graduate education into account, this paper proposed several measures and proposals to improve the service quality of the academic degree and graduate education. Hope they would be a help to improve the service quality of the academic degree and graduate education.