A Study On The Service Quality Problems And The Development Of International Exchange Program Of The University Of F

With the development of higher education internationization, the public pays more andmore attention to the implementation and enforcement issues on the international andcooperation policy of higher education institutions. The execution quality of the policy affectsnot only the implementation of state order, but also affects the vital interest of target group.This thesis aims at researching problems concerning service quality of internationalexchange program operated by the University of F and further analyzing the influence factorson executing the above policy, and then put forward the corresponding improvementmeasures.In the part of theoretical research, this paper presents some relative literatures in thefields of public policy implementation, international exchange and cooperation, internationalexchange program, international exchange program services, service quality, servicesatisfaction and so on, besides, some relative theories such as theory of higher educationinternationalization, theory of new publich management, theory of international educationservices and theory of total quality management are presented and discussed.In the part of practical research, the author carried out a questionnaire survey to2+2international program students who are studying in the University of F, based on the result ofthis questionnaire, the author further discussed with policy implementation personnels suchas program teachers and administration staffs in the University of F as well as programworkers in other universities regarding the service status of international exchange program.After that, problems existing in program service are analyzed as follows: facilities are notwell-furnished and planned, the degree of specialization to teachers and curriculumconstructions is not high enough, the level of specialization to administration services needsto be improved.On the basis of the existing problems, the auther further analyzed the main reasonsaffecting the service quality and the development issues of international exchange program:one reason is concerning to the internationalization service concept of the policyimplemention personnels; the other reason is concerning to the policy implementationmechanism; the third reason is concerning to the service specialization level of policty implementation personnels.At last, from the perspective of implementing policy effectively, this paper puts forwardcountermeasures to improve service quality and to promote the development of internationalexchange program, which is shown as: to implement the “people-oriented”internationalization service concept effectively, to improve policy implementationenvironment, to establish and perfect the policy implementation system, to improve thespecialization construction of policy implementation teams.