| 摘要: |
| 随着社区教育内涵建设的深化，探寻一种基于学员视角的社区教育量化评价方法迫在眉睫。SERVQUAL是利用顾客对服务的感知信息与期望信息之差异来判断服务质量的特定技术和方法。以SERVQUAL为基调，对上海市黄浦区打浦桥街道社区学校进行抽样调查，通过项目分析、探索性因素分析和效度信度分析，开发社区教育评价工具。通过t检验诊断社区教育服务质量。配合访谈、观察，找出其服务质量差距存在的主要原因，对社区教育实践和改革提出咨询和建议。 |
| 关键词: SERVQUAL 模型 社区教育 服务质量 评价工具 |
| DOI： |
| Received:January 14, 2016Revised:March 01, 2016 |
| 基金项目: |
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| The Development of Service Quality Evaluation Tool for Community Education Based on SERVQUAL and Its Application |
| Wang Runqing , Yu Tianzuo |
| (1.The Huangpu District Amateur University, Shanghai 200020;2.Higher Education Research Institute，Shanghai Jiao Tong University, Shanghai 200240) |
| Abstract: |
| With the deep development of community education, it is urgent to explore a quantitative evaluation method based on students' perspective. SERVQUAL model is the specific technology and method which is used to evaluate the difference between customer's perception and his/her expectation and then to judge the service quality. Based on the basic principles of SERVQUAL, we took community education of Huangpu District's Dapuqiao area of Shanghai as the investigation sample.Through the project analysis, the exploratory factor analysis and the validity reliability analysis, we reconstructed and developed the community education evaluation tool. Subsequently, The community education service quality was diagnosed by t test, the source of service quality gap was found by interview and observation and some suggestions were provided. |
| Key words: SERVQUAL model Community education Service quality Evaluation tool |
