【摘要】： MBA教育服務(wù)質(zhì)量作為我國(guó)高等教育改革與發(fā)展的時(shí)代課題,受到社會(huì)各界的關(guān)注。MBA教育服務(wù)市場(chǎng)的開放,已經(jīng)引起高等教育服務(wù)領(lǐng)域的激烈競(jìng)爭(zhēng),而競(jìng)爭(zhēng)的關(guān)鍵取決于MBA教育服務(wù)質(zhì)量的優(yōu)劣,更取決于MBA教育培養(yǎng)單位所培養(yǎng)的職業(yè)經(jīng)理人的質(zhì)量。MBA教育培養(yǎng)單位要想保證所培養(yǎng)人才的質(zhì)量,就必須采取有效措施加強(qiáng)MBA教育服務(wù)領(lǐng)域中的質(zhì)量管理,提高M(jìn)BA教育服務(wù)質(zhì)量,為顧客(MBA學(xué)員)提供高質(zhì)量的教育服務(wù)。因此,本文從顧客滿意的視角,圍繞MBA教育服務(wù)質(zhì)量的一系列問題展開相關(guān)研究。 首先,建構(gòu)了MBA教育服務(wù)質(zhì)量的理論體系。從服務(wù)管理的視角,對(duì)MBA教育這種不同于一般教育類型的服務(wù)產(chǎn)品、顧客及特性等若干基本理論問題進(jìn)行界定,剖析MBA教育服務(wù)質(zhì)量的內(nèi)涵和特征,提出MBA教育服務(wù)的顧客滿意度的理論,建構(gòu)了較為完整的MBA教育服務(wù)質(zhì)量理論,為后文MBA教育服務(wù)質(zhì)量的實(shí)證研究提供理論支撐。 其次,建立了MBA學(xué)員感知服務(wù)質(zhì)量的模型。在前人已有研究成果的基礎(chǔ)上,根據(jù)MBA教育的特點(diǎn),提出MBA學(xué)員感知服務(wù)質(zhì)量的四維度模型,指出師資隊(duì)伍、教育資源、教學(xué)過程和實(shí)踐環(huán)節(jié)是影響MBA學(xué)員感知服務(wù)質(zhì)量的關(guān)鍵因素,淡化任一環(huán)節(jié)都會(huì)造成學(xué)員感知服務(wù)質(zhì)量的降低。 最后,實(shí)證研究了感知服務(wù)質(zhì)量、滿意度和行為意向之間的關(guān)系。利用因子分析、方差分析以及結(jié)構(gòu)方程建模等技術(shù),驗(yàn)證MBA學(xué)員的感知服務(wù)質(zhì)量對(duì)其滿意度具有顯著影響,而滿意度又會(huì)影響行為意向的選擇,為MBA教育服務(wù)質(zhì)量提供了全新的實(shí)證研究成果。
[Abstract]:The MBA educational service quality, as an epoch subject of higher education reform and development in our country, has been concerned by all walks of life. The opening up of MBA educational service market has caused fierce competition in the field of higher education service. The key to competition depends on the quality of MBA education service and the quality of professional managers trained by MBA educational training units. MBA education and training units want to ensure the quality of trained personnel. It is necessary to take effective measures to strengthen the quality management in the field of MBA education service, improve the quality of MBA education service, and provide high quality education service for the customers (MBA students). Therefore, from the perspective of customer satisfaction, this paper focuses on a series of issues related to the quality of MBA education service. Firstly, the theoretical system of MBA educational service quality is constructed. From the perspective of service management, this paper defines some basic theoretical problems such as MBA education, which is different from general education types, such as service products, customers and characteristics, and analyzes the connotation and characteristics of MBA educational service quality. This paper puts forward the theory of customer satisfaction of MBA education service, constructs a relatively complete theory of MBA educational service quality, and provides theoretical support for the later empirical study of MBA educational service quality. Secondly, the model of perceived service quality of MBA students is established. On the basis of previous research results, according to the characteristics of MBA education, this paper puts forward a four-dimensional model of perceived service quality for MBA students, and points out the teaching staff and educational resources. Teaching process and practice are the key factors that affect the perceived service quality of MBA students. Desalination of any link will lead to the decline of perceived service quality of MBA students. Finally, the relationship between perceived quality of service, satisfaction and behavioral intention is studied empirically. Factor analysis, variance analysis and structural equation modeling are used to verify that the perceived quality of service (QoS) of MBA students has a significant impact on their satisfaction, and satisfaction will affect the choice of behavior intention. It provides a new empirical research result for the quality of MBA education service.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2008
【分類號(hào)】：G643

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本文編號(hào)：2375184