Study On Postgraduate Education Service Quality Evaluation Based On SERVQUAL Model

The quality of postgraduate education service is a degree which measures the satisfaction of postgraduates' dominant or recessive demands,it depends on the comparison of postgraduates' exception and perception about postgraduate education service.In theory,postgraduate education service quality is an important component of postgraduate education quality.So,it is necessary to improve the quality and enrich the evaluation methods of postgraduate education service.At the same time,the research of postgraduate education service quality is an expansion of evaluation subjects and contents by student-centered.In reality,the research of postgraduate education service quality would benefit the improvement of postgraduate education service and provide better supports to the development of postgraduates.SERVQUAL is a kind of method to estimate service quality,the core of SERVQUAL is to judge the service quality by the gap between customers' exception and perception.The effectiveness of SERVQUAL has been approved extensively.This thesis tries to apply SERVQUAL to judge postgraduate education service quality,focuses on two basic missions.One is to explore and formulate a evaluation scale of postgraduate education service quality,the other aims to conduct an empirical study with the evaluation scale.The thesis concludes four main parts.The first part focuses on defining conceptions and explaining related theories of service quality evaluation;the second part transforms SERVQUAL with characters of postgraduate education to conclude the postgraduate education service quality evaluation scale;the third part introduces the empirical study with descriptive statistical analyses,correlation analyses and variance analyses;the forth part describes service consultations in improving the postgraduate education service quality with improvement measures and attentions.The thesis puts forward the postgraduate education service quality evaluation scale which concludes 7 dimensions and 39 indexes,and the consultations based on empirical study provide references to improve the postgraduate education service quality of the sample university.