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Research On The Construction And Application Of The Evaluation Model Of Educational Service Quality Of Postgraduate Entrance Examination Institutions

Posted on:2021-01-27Degree:MasterType:Thesis
Country:ChinaCandidate:Z T HaoFull Text:PDF
GTID:2427330623472884Subject:Educational Economy and Management
Abstract/Summary:PDF Full Text Request
In recent years,the number of candidates for postgraduate entrance examinations has increased,creating a "entry for graduate entrance examinations".With the increase in the number of graduate registrations,a large number of postgraduate tutoring institutions have been spawned.In order to compete for this market with huge profits,frictions and competition between postgraduate tutoring institutions have been staged.China's entrance examination training market has relatively low entry barriers.Due to a series of reasons,such as lack of relevant legal restrictions,the homogeneity of entrance examination training institutions has become serious,false publicity,and mutual denigration have formed malicious competition.Driven by benefits,the quality of educational services is uneven,and most scholars start from the perspective of the economic benefits of the postgraduate counseling institutions,and make suggestions for improving the quality of the postgraduate counseling institutions' educational services.the study.Therefore,from the perspective of student satisfaction,this article uses the students as the main body to evaluate the quality of educational services.The SERVQUAL model is a classic gap analysis model in service management.The main is to compare the gap between the customer's actual perception of the service and the expectations to get the service quality gap,and finally measure the pros and cons of the service quality based on the results obtained.This model has been accepted by most scholars since its birth in 1988,and is applied in different industries.However,the use of this model has certain limitations.According to the differences of the industry,the model needs to be modified according to the actual situation.Therefore,this study also modified the SERVQUAL model to make it more in line with the diagnosis of the quality of educational services provided by postgraduate counseling institutions,and then targetedly improve the quality of teaching services provided by postgraduate training institutions.First,the interview service and literature review methods were used to sort out educational service quality evaluation indicators and pre-test the questionnaires;then formally issued questionnaires,and conducted reliability and validity analysis on the data obtained from the questionnaires.Explore factor analysis,correlation analysis,regression analysis,etc.,modify the dimensions of the SERVQUAL model to tangible,reliable,guaranteed,empathic,service interactive,and information quality.Use statistical analysis methods to build a postgraduate counseling agency Educational service quality model.Finally,diagnose the problems in the quality of education service of the postgraduate counseling institution,and perform quadrant analysis based on the IPA theory,and then construct the expectation-perceived quadrant diagram of the quality of education service of the postgraduate institution,so as to determine the priority of improving the quality of education service of the postgraduate institution order.After a series of analysis,the following suggestions were obtained: improve the brand image and improve the sense of integrity;improve the learning environment and provide convenient services for students;provide high-quality courses to meet the learning needs of students;standardize teacher management and improve the level of teachers;ensure the quality of online teaching Strengthen internal and external supervision and management.
Keywords/Search Tags:SERVQUAL model, postgraduate tutoring institution, quality of educational services, students
PDF Full Text Request
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