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Managing Postgraduate Education Service Quality Using SERVQUAL

Posted on:2010-08-19Degree:MasterType:Thesis
Country:ChinaCandidate:T Z YuFull Text:PDF
GTID:2167360275493792Subject:Higher Education
Abstract/Summary:PDF Full Text Request
SERVQUAL is a kind of method to estimate service quality,and its core is to judge the service quality with customers' expectation and perception about service. Since 1988,SERVQUAL has been used to evaluate service quality by many trades including higher education.SERVQUAL has been favored by service managers with its powerful problem diagnostic function.Today,with the development of postgraduate education in China,the problem of service quality in postgraduate education has been showing up.However,there is a lack of effective method to evaluate service quality of postgraduate education.The aim of this research is to transplant SERVQUAL into diagnosis of service quality in postgraduate education,and then to offer service consultation in improving the service quality of postgraduate education.The research chose one university in Shanghai as the sample,and then constructed the questionnaire based on the reference and interview according to the basic principle of SERVQUAL.After questionnairing the postgraduates in the sample college,which enrolled in Sep.2008,item analysis, reliability test and factor analyses were used to deal with the dates gained.According to the basic principle of SERVQUAL,the gaps of postgraduate education service quality were found out,and a perception-expectation matrix was made to examine the gaps which need to improve imperatively.And some conclusions were made as follows:It is practical and adaptive to apply SERVQUAL to postgraduate education service quality management.However,there are some matters which should be paid attentions on:——Learning SERVQUAL' unique function and feature,and doing its best;——Enhancing the dimensionalities and items of SERVQUAL;——Making perception-expectation matrix;——Using interview to assist to search better solutions to problem.
Keywords/Search Tags:SERVQUAL, postgraduate education service, postgraduate education service quality, service quality gap, expectation-perception matrix
PDF Full Text Request
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