Research On The Postgraduate Education Service Quality Evaluation Model And Cultivating

In the early 1990 s,China began to expand education,and the public became more and more concerned about the quality of education service.At present,the evaluation of colleges and universities is mainly based on the government as the evaluation subject,while less attention is paid to the process of education service and the students' main position in education evaluation.Therefore,we should pay attention to education service process,and take students as the main body of education service quality evaluation to carry out the quality evaluation of education service.The SERVQUAL model compares the customer's actual perception of the service with the expectation,and concludes the service quality gap.The model is recognized by many scholars and widely used in all walks of life.But the model also has some limitations.If the service result is ignored,it is not applicable to all service industries.Therefore,this study modified the SERVQUAL model to make its framework applicable to the diagnosis of education service quality of graduate students,and then to improve the quality service of education service for university students.First of all,according to the basic idea of SERVQUAL,based on the literature and interviews,postgraduate education service quality evaluation index was sorted out,then graduate education service quality questionnaire was prepared.Secondly,the test is conducted to verify the reliability and validity of the questionnaire and explore the exploratory factor analysis.The 53 questions were divided into 6 dimensions: physical,assurance,reliability,culture,employment and effectiveness.Thus,the education service quality evaluation model is constructed.Then,the model was formally measured,and the questionnaire data were validated by validity,reliability test,factor analysis,correlation analysis and regression analysis.It is proved that there is a strong correlation between each dimension and the overall evaluation of education service quality.Finally,the gap of education service quality was diagnosed.Then IPA analysis method is used to analyze the problems in quadrants and judge the service items that need to be improved.On the basis of analyzing the above conclusions,several countermeasures are proposed to improve education service quality: expand student learning space;update library collections and equipment;pay attention to teaching staff quality,Regular on-the-job training;establish feedback channels for students and provide services for students' needs;strengthen cooperation in industry-university-research and research,and improvethe research capacity of postgraduate students;improve the training program and emphasize the cultivation of innovation consciousness and practical ability of graduate students so that can adapt to the society's demand for talents.Through the research and analysis,it is concluded that there is a certain linear relationship between each dimension and the overall evaluation of education service quality.And the regression relationship between them is obtained by regression analysis.At the same time,it also verifies that individual differences will have different influences on the overall evaluation level of education service quality.The order to make up the difference of education service quality of university graduate students is obtained.In order to improve the quality of education service,the corresponding countermeasures are proposed.