The Study On The Impact Of University Service Innovation On Service Quality

Faced with the trend of standardization of Higher Education in the globalization of markets and higher education services, higher education in the new environment, new development has discovered many quality problems, such as the logged educational concept, the system is imperfect and the lack of resources, and so on. But also because of the increasingly competitive market and lifelong learning requirements, service innovation has become an important factor in improving the quality of higher education services, meanwhile research on service innovation and service quality of higher education has been a practical and significant issue. As one of the major participants in higher education services, it’s both practical and theoretical aspects how to explore the impact of service innovation on four dimensions of quality of higher education services from the students’ perspective.In this paper, in order to investigate the effect of factors on the service quality of college service innovation, a great deal of domestic and foreign theories and literatures on higher education service have been studied. Based on these, from student perception of perspective and on a basis of four-dimensional model of service innovation, 11 key factors have been identified by using Principal Component Analysis through questionnaires. They are Humanism Idea, International Idea, Combining production and research Idea,Individualized Cultivation Idea, Intersubjective Innovation, Interaction Process Innovation,De-administration, Individualized Cultivation Mode, Management Mode, Information Technology, Method Innovation and so on. Based on the analysis of these factors’ impact mechanism, the research builds the conceptual model and proposes hypotheses to find out these factors’ impact on service quality of higher education. Take Xi’an university as examples to do empirical research, collecting and analyzing data through questionnaires and SPSS 17.0, testing the hypotheses by using descriptive statistical analysis, reliability analysis, validity analysis, factor analysis, and regression analysis to draw the test results and put forward suggestions.The results show that:(1)Innovation of Education Idea and service quality of higher education are significantly related; Humanism Idea, International Idea, and Individualized Cultivation Idea have positive effects on service quality of higher education, while there is a negative correlation between the Combining production and research Idea and service quality of higher education.(2) Educational services delivery system innovation and service quality of higher education are significantly associated; Both Subject Innovation andProcess Innovation have positive effects on service quality of higher education.(3)System Innovation and service quality of higher education are significantly associated;De-administration, Individualized Cultivation Mode, and Management Mode have positive effects on service quality of higher education.(4) Technology Innovation and service quality of higher education are significantly associated; Information Technology and Method Innovation have positive effects on service quality of higher education.