Research On Strategy Of Improving On Service Quality Of Administrative Staff In Higher Vocational Colleges Based On SERVQUAL Model

Currently,along with the implementation of the one-million-expansion enrollment policy,my country’s higher vocational colleges have further expanded their career development scale,and school administration has become more and more complicated.Administrative management work has always been an important support and guarantee for the smooth daily work of higher vocational colleges.However,with the increase of its workload and the deepening of its complexity,higher vocational colleges have exposed in administrative management work.Many shortcomings,especially serious,are the various problems existing in the construction of the administrative management team of higher vocational colleges,which have caused many obstacles to the normal development of administrative management work in higher vocational colleges.Therefore,it is an important task for the current vocational education reform and empowerment to actively solve the problems existing in the administrative management team of higher vocational colleges,effectively mobilize the work enthusiasm of administrative service personnel,improve their service quality,and then improve their administrative service management level.Based on the theory of new public management and total quality management,this article makes full use of the SERVQUAL model to investigate,analyze and research the service quality of the administrative staff of the C Academy,and summarize the service quality problems existing in the administrative staff of the C Academy,as well as the current my country The administrative services of higher vocational colleges are generally faced with and urgently need to solve problems.Analyze the main factors that affect the quality of their services,explore the deep-seated reasons that may exist behind the outstanding problems,and fully integrate the actual situation of the C college.,Formulate corresponding countermeasures,explore and promote specific response strategies and measures that can be applied to the improvement and promotion of the service quality of administrative staff in other vocational colleges.The specific measures include: First,change the traditional administrative management concept,establish a new modern concept of "management is service",and establish a humanist concept,emphasizing the supremacy of teachers and students;the second is to deepen the reform of the management system,and optimize the organization settings and the arrangement of personnel and positions.Improve the performance evaluation system of administrative management,formulate an administrative service quality evaluation system and improve the professionalization mechanism of administrative personnel,so as to comprehensively improve the overall quality of administrative staff in higher vocational colleges;third,strengthen the construction of e-government service models,relying on information-based means to innovate the management mode of administrative personnel in higher vocational colleges,,include strengthening the infrastructure of smart campuses,establishing e-government service platforms,and then promoting the application of e-government;fourth,to eliminate the job burnout of administrative staff,and to broaden the career promotion of administrative staff through the establishment of an effective social support network Space,improve the system of internal equal cooperation,and fully stimulate the enthusiasm of administrative staff.This article aims to arouse widespread attention in the field of higher vocational education and provide enlightenment for improving the service quality of administrative staff.