教育服务品质、学员满意度和忠诚度:SERVQUAL还是SERVPERF?——来自上海教育服务行业的证据被引量：8

Service Quality,Satisfaction,and Loyalty:SERVQUAL or SERVPERF——Evidence from School's Educational Service,Shanghai

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摘要本文回顾了国际上对服务行业服务品质评量理论和评量方法的发展,总结归纳了服务品质理论应用的情况以及与顾客满意度和忠诚度的关系。在文献综述的基础上,本文以上海的教育服务行业为研究对象,运用经过信度效度检验的适合国内教育行业的改进的SERVQUAL量表和SERVPERF量表,对关于教育服务品质,学生满意度和学生忠诚度的对比假设做一一的检验,以此来看国内的教育服务品质是用SERVQUAL量表评量合适还是用SERVPERF量表评量合适。从而使我国将来的服务品质研究建立在一个更高信度和效度的理论基础之上。 This thesis reviews the service quality theories and their measuring scales,and also reviews their relations with customer satisfaction and customer loyalty.On the basis of which,the thesis uses the improved SERVQUAL scale and the improved SERVPERF scale to do the research on Shanghai schools' educational service to compare these two scales' differences.By collecting the data and testing the hypotheses,the study gets the results on the comparison of the SERVQUAL scale and the SERVPERF scale,which makes our state's service quality research stand on a higher - reliability - and - higher - validity start point.

作者龚奇峰

机构地区上海凯洛泽管理进修学院

出处《中国软科学》 CSSCI 北大核心 2011年第S2期1-26,共26页 China Soft Science

关键词 SERVQUAL SERVPERF 服务品质满意度忠诚度 SERVQUAL SERVPERF service quality satisfaction loyalty

分类号 G527 [文化科学—教育技术学]

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