基于满意度的研究生教育服务质量实证研究

发布时间：2018-07-10 09:17

本文选题：满意度 + 服务质量　；参考：《上海交通大学学报(医学版)》2014年02期

【摘要】：目的调查研究生教育服务质量满意度,并分析其影响因素。方法采用随机抽样方法对上海市3所综合性大学中的500名2010级研究生进行满意度调查,问卷内容包括被调查者的性别、学科、生源地、家庭年收入等内容,满意度调查量表包括学校的教学和科研、校园生活、服务设施、对个体的关心、收费和资助5个维度36个条目,采用描述性分析、t检验、方差分析和多元线性回归分析研究生满意度及其影响因素。结果研究生总体满意度得分为5.44,属于比较满意。5个维度中最满意的是"收费和资助",满意度得分为5.62±1.20;最不满意的是"对个体的关心",满意度得分为5.32±1.16。研究生对服务质量的期望程度与感知程度的得分比较差异有统计学意义(P0.05㖞。不同学科(医学、工学、理学、管理学、法学)、不同家庭年收入的研究生满意度得分比较差异有统计学意义异(P0.01和P0.05㖞;对研究生总体满意度评价有影响的因素分别是学科(t=-4.292,P=0.000)和家庭年收入(t=3.221,P=0.001)。结论研究生对教育服务质量的总体评价为比较满意,对师生之间的互动、选修课的内容、学校组织的学生活动以及学校对学生的关注度等方面认可度较低。学科、家庭年收入等因素会影响研究生对于高等教育服务质量的判断。研究生教育服务质量尚存在较大改善和提升的空间。
[Abstract]:Objective to investigate the satisfaction of graduate education service quality and analyze its influencing factors. Methods A random sampling method was used to investigate the satisfaction of 500 graduate students of 2010 grade in 3 comprehensive universities in Shanghai. The questionnaire included gender, subject, place of origin, annual income of family, etc. The satisfaction scale included 36 items in 5 dimensions of teaching and research, campus life, service facilities, care for individuals, fees and financial support, and was analyzed by descriptive analysis. Variance analysis and multiple linear regression analysis of graduate student satisfaction and its influencing factors. Results the overall satisfaction score of graduate students was 5.44, which was relatively satisfactory, the most satisfied of the five dimensions was "charge and subsidy", the satisfaction score was 5.62 卤1.20, and the most unsatisfactory was "concern for the individual" with the satisfaction score of 5.32 卤1.16. There were significant differences in the scores of expectation and perception of service quality among postgraduates (P 0.05). Different disciplines (medicine, engineering, science, management, There were significant differences in the scores of graduate students' satisfaction with different family income (P0.01 and P0.05), and the influencing factors of graduate students' overall satisfaction were discipline (tnb-4.292) and family income (TG3.221P0. 001), respectively. Conclusion the overall evaluation of the quality of education service for postgraduates is relatively satisfactory, and the acceptance of the interaction between teachers and students, the content of elective courses, the student activities organized by the school and the attention of the school to the students is relatively low. Subject, family income and other factors will influence the quality of higher education service. There is still room for improvement and improvement in the service quality of graduate education.
【作者单位】：上海交通大学研究生院医学院分院;
【基金】：上海交通大学医学院人文社会科学创新研究培育基金重点项目(WZ1213)~~
【分类号】：G643

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