上海交通大学学报(医学版)

• 论著(卫生事业管理) • 上一篇    下一篇

基于满意度的研究生教育服务质量实证研究

陈 莉,富冀枫,袁 晖,李英霞,董 艳,刘 玮   

  1. 上海交通大学  研究生院医学院分院, 上海 200025
  • 出版日期:2014-02-28 发布日期:2014-03-25
  • 通讯作者: 刘 玮, 电子信箱: bsjys@shsmu.edu.cn。
  • 作者简介:陈 莉(1975—), 女, 硕士生; 电子信箱: lichen@shsmu.edu.cn。
  • 基金资助:

    上海交通大学医学院人文社会科学创新研究培育基金重点项目(WZ1213)

Empirical research of quality of graduates′ educational service based on satisfaction

CHEN Li, FU Ji-feng, YUAN Hui, LI Ying-xia, DONG Yan, LIU Wei   

  1. School of Medical Graduate, Shanghai Jiao Tong University, Shanghai 200025, China
  • Online:2014-02-28 Published:2014-03-25
  • Supported by:

    Key Project of Humanities and Social Sciences Innovation Cultivation Foundation of Shanghai Jiao Tong University School of Medicine, WZ1213

摘要:

目的 调查研究生教育服务质量满意度,并分析其影响因素。方法 采用随机抽样方法对上海市3所综合性大学中的500名2010级研究生进行满意度调查,问卷内容包括被调查者的性别、学科、生源地、家庭年收入等内容,满意度调查量表包括学校的教学和科研、校园生活、服务设施、对个体的关心、收费和资助5个维度36个条目,采用描述性分析、t检验、方差分析和多元线性回归分析研究生满意度及其影响因素。结果 研究生总体满意度得分为5.44,属于比较满意。5个维度中最满意的是“收费和资助”,满意度得分为5.62±1.20;最不满意的是“对个体的关心”,满意度得分为5.32±1.16。研究生对服务质量的期望程度与感知程度的得分比较差异有统计学意义(P<0.05﹚。不同学科(医学、工学、理学、管理学、法学)、不同家庭年收入的研究生满意度得分比较差异有统计学意义异(P<0.01和P<0.05);对研究生总体满意度评价有影响的因素分别是学科(t=-4.292, P=0.000)和家庭年收入(t=3.221, P=0.001)。结论 研究生对教育服务质量的总体评价为比较满意,对师生之间的互动、选修课的内容、学校组织的学生活动以及学校对学生的关注度等方面认可度较低。学科、家庭年收入等因素会影响研究生对于高等教育服务质量的判断。研究生教育服务质量尚存在较大改善和提升的空间。

关键词: 满意度, 服务质量, 研究生教育, 实证研究

Abstract:

Objective To investigate the satisfaction level of graduate education quality and analyze its influence factors. Methods The satisfaction level survey was conducted among 500 graduates enrolled in 2010 from three comprehensive universities in Shanghai by random sampling method. The questionnaires covered sex, discipline, hometown, and family annual income of subjects and satisfaction level survey table covered 36 items of 5 categories, including education and research conditions, campus life, service facilities, concerns about individuals, and charges and subsidizations. Descriptive analysis, t-test, ANOVA, and multiple linear regression analysis were adopted to study the satisfaction level of the graduates and its influence factors. Results The overall satisfaction level of graduates was scored 5.44, which could be classified as relatively satisfied. Among five categories, the most satisfied category was the charges and subsidizations, the score of satisfaction level was 5.62±1.20; the least satisfied one was the concerns about individuals, the score was 5.32±1.16. The difference between the expectation of service quality and actual service quality was statistically significant (P<0.05). Scores of different disciplines (medicine, engineering, science, management, and law) and graduates from different income families were statistically significant (P<0.01 and P<0.05). The influential factors of the overall satisfaction level of graduates were disciplines (t=-4.292, P=0.000) and annual household income (t=3.221, P=0.001). Conclusion The graduates are basically satisfied with the overall quality of education services. Less satisfied aspects are interaction between teachers and students, contents of elective courses, activities organized by the school, and concerns about students. Factors such as disciplines and annual household income. can affect the graduates′ judgments on the quality of higher education services. Large space still exits for improving and upgrading the quality of graduate education services.

Key words: satisfaction, service quality, graduate education, empirical research