College Students' Employment Service Quality Research

The Employment Services for Undergraduates takes an important initiative to promote employment of university students, thus the quality of service is related to whether the service recipients can successfully obtain a job. In the past, studies in Employment Services for Undergraduates mainly focused on analyzing the role of the principal participators, and the way in technical and theoretical level to improve the quality of employment service system. Yet a uniform scale has not been formed to evaluate the quality of the service.Quality of the service is the main object of the thesis. On the basis of literature review, the author works out a scale on the foundation of SERVQUAL model, which is based on the theory of service quality evaluated by customers’perception in the field of service sciences and the characteristics of Employment Services for Undergraduates. After analyzing the data from preliminary survey, the author then excludes the Measurement items that influence the credibility to ensure the scale is feasible, credible and valid in the statistical sense. As the scale is finished, the author starts a sample survey of2012undergraduates of the four universities in Nanjing by means of questionnaires.Due to the existence of path dependence in the process of system reformation as well as recipients’ commission after circumventation, i.e. moral hazard of agent, the Employment Services for Undergraduates has confronted with these problems as following: the service quality that students actually perceive falls behind what they expected; we lack private employment agencies; the course of university employment guidance is not complete enough; the concept of career guidance in colleges cannot satisfy the need of reality. Therefore, we can find some solutions:Firstly, service provider needs to pay close attention to the recipients’ own expectation, and lead them to make the expectation more reasonable. Secondly, in the view of private employment agency, the government should regulate the mechanism of access and the transactions, in order to ensure them have an active effect on students’employment service. Finally, the university should give full play to the role of all departments, to emphasize the whole process and individualized career guidance so as to meet the individualized needs of undergraduate students.