高等教育的教育服务质量,学生满意度及忠诚度之间的结构性关系——以湛江师范学院商学院学生为例

以湛江师范学院商学院学生为研究对象,来了解高等教育的教育质量,学生满意度及忠诚度之间的关系,通过探索性的要因分析,找出并把握教育服务质量的组成因素,包括研究的变数以及测定模型,并且通过构建方程式模型来验证.另一方面,详细的分析了教育服务质量,满意度和忠诚度间的结构性关系.研究的结果如下:1、先行研究中的确定性与共感性合成了一个因子,将教育机关的服务质量与其他产业的服务特性区分开来.2、在统计学上,教育服务质量中专门性与有形性对学生满足度,显示出了受到有意义的影响.3,学生满足度对忠诚度有着积极性的影响.

Structural Relationships among Education Service Quality,Student Satisfaction and Loyalty-Focused on the Business School of Zhanj iang Normal University

The purpose of this study was to examine the Business School of Zhanjiang Normal Universi-ty on the structural relationships among education service quality,student satisfaction and loyalty.First, factors of education service quality were examined using exploratory factor analysis.Next,the measure-ment model including all constructs was examined using confirmatory factor analysis.Then structural rela-tionships among education service quality,student satisfaction and loyalty were using structural equation modeling.Results are as follows.First,education service quality was determined to consist of four factors such as expertise,responsiveness,tangibles and reliability.Second,tangibles and expertise were then found to influence student satisfaction while student satisfaction was found to student loyalty.Third, there were the moderating effects of the Business School of Zhanjiang Normal University student＇s on the structural relationships among education service quality,student satisfaction and loyalty.