The Study of Instrument of SERVQUAL Applyingin Chinese Higher Education
Evaluation of the Customer Perceived Service Quality in a quantifying is the most important part of the service management literature. Over the past decade, SERVQUAL instrument has emerged as perhaps the most popular standardized questionnaire to measure service quality. This paper starts with elaborating the great significance to carry out this instrument in Chinese educational institutions.Based on the brief introduction and related review of SERVQUAL instrument, criteria of it are re-designed in order to be suitable to evaluate the service quality of Chinese higher education Moreover,the data obtained from the utilization of it are analyzed and then applied in a more effective,comprehensive way. As a result, a new quantifying is provided.
Evaluation technology Higher education Service quality
ZHAI Huaiyuan TAN Jie
Beijing Jiaotong University,Beijing,100044,P.R.China
国际会议
2008 International Seminar on Education Management and Engineering(2008教育管理科学与工程国际研讨会)
成都
英文
789-794
2008-09-22（万方平台首次上网日期，不代表论文的发表时间）