| 高等教育顾客感知服务质量的实证研究 |
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| 引用本文： | 胡子祥. 高等教育顾客感知服务质量的实证研究[J]. 西南大学学报(社会科学版), 2006, 32(1) |
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| 作者姓名： | 胡子祥 |
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| 作者单位： | 西南交通大学人文社会科学学院 四川成都610031 |
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| 摘 要： | 高等教育顾客感知服务质量是指高等教育服务的固有特性满足顾客明确的或潜在的要求的程度,它包括六个特性:有形性、形象性、过程性、内容性、情感性和可靠性.高等教育顾客感知服务质量比较显著地影响顾客满意感,并通过顾客满意感影响顾客行为意向.
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| 关 键 词： | 高等教育 顾客感知服务质量 顾客满意感 顾客行为意向 |
An Exploratory Study on Customer Perceived Service Quality in Higher Education |
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| HU Zi-xiang. An Exploratory Study on Customer Perceived Service Quality in Higher Education[J]. Journal of southwest university(social science edition), 2006, 32(1) |
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| Authors: | HU Zi-xiang |
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| Abstract: | Customer perceived service quality was defined as the degree that intrinsic characteristics of higher education satisfies its customers' explicit and potential requirements.The dimensions of service quality in higher education include tangibility,image,content,empathy,and reliability.Service quality in higher education has positive influence upon customer satisfaction,which is a mediator between service quality and behavior intention in higher education. |
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| Keywords: | higher education customer perceived service quality customer satisfaction behavior intention |
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