A Study On Requirement-Identifying,Characteristic-Classfying And Assuarance System Of The Service Quality Of Graduate Education In China

According to the data released by the Ministry of Education,the gorss enrollment rate of higher education has reached 40%.This result informs us that China's higher education has entered the stage of popularization.However,a variety of quality problems also busted out along with the enlarged school campus and the increased number of enrollment.If we regard higher education as a kind of service,it can be said that the service quality of graduate education in China's universities is still relatively weak and difficult to match the requirements of the various stakeholders.Based on the service quality management perspective and combines the theories of quality management,service management and also education management,we took a research into the quality of higher education in this paper.We wrote this paper with thinking in the way from ?the requirements for service quality? to ?the characters of service quality?.Considering four kinds of stakeholders,we turned their requirements for service quality into explicit information which can be understood by all the participants in the activities of graduate education management.Thus,it can help us improve the service quality of graduate education.According to SERVQUAL model,we designed a multi dimension scale to measure the difference between stakeholders' expectation value and their perceived value and calculated the requirement expectation-perceived gap towards graduate education service quality.Also,based on QFD theory and the house of quality,this paper built two types of lists,two kinds of importance matrix and one correlation matrix which helped us rage the 82 quality characters by their importance degree and got 23 key quality characteristics at last.In the end,we put these 23 quality characteristics into different classification using the model of KANO,did quantitative calculation to their Better-Worse index respectively and brought out some corresponding suggestions.On the basis of the above analysis,this paper puts forward some relevant suggestions on how to fulfill the requirements for graduate education and enhance the graduate education's assuarance system.Finally,we puts forward the shortcomings of this paper and provides the direction for the future research.