Study On Graduate Education Service Quality And Student Satisfaction

Graduate education has entered a stage of rapid development, with the increasing of the enrollment scale of undergraduates since Chinese Higher Education enlarged enrollment, and the question of graduate education quality has gradually become a focus. Many graduate education quality views concern about the inputs and outputs of graduate education. The graduate education service quality, unlike them, focus on the service process of graduate education, can be evaluated by the student satisfaction survey. This is a new thinking which has great reference value for improving the level of graduate education quality management.This dissertation combines theoretical and empirical methods to discuss the graduate education service quality evaluation and take Lanzhou university’s student satisfaction survey as the case.ln the theoretical research,the dissertation expounds the intension and features of graduate education service and graduate education service quality;considers graduate students are the core stakeholders and the main evaluation body of graduate education; analyses the cause-and-effect relationship between graduate education service quality and student satisfaction and we can use the modified SERVQUAL instrument to measure the service quality and student satisfaction. In the empirical research, the dissertation used both stratified and random sampling methods to take some graduate students in Lanzhou university and then made them conduct a questionnaire survey.The survey results were analyzed by SPSS17.0. and indicates that the graduate students are dissatisfaction to the service quality at large, personal characteristics such as gender, company time after graduating from university, the institution type of the university they were studied in and so on are influenced on their satisfaction with the graduate education service quality.Based on the conclusion,the dissertation considers that it is urgency to improve the students satisfaction.Carrying forward the government’s macro-guiding role,exerting the micro main role of the universities and attaching importance to the graduate students’individuals involved are the realistic strategies to improve service quality and increase university competing power.