Postgraduate Education Service Quality and Student Satisfaction: Heilongjiang Bayi Agricultural University, China
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postgraduate education service, service quality, student satisfactionบทคัดย่อ
This paper discusses the connotation and characteristics of postgraduate education service and postgraduate education service quality; considers postgraduates as the core stakeholder of postgraduate education and the main body of evaluation of postgraduate education service quality; analyzes the causality between postgraduate education service quality and student satisfaction. The revised SERVQUAL scale can be used to measure service quality and student satisfaction. A stratified sampling method was adopted to conduct a questionnaire survey among 222 postgraduates in HBAU, and the survey results were analyzed by SPSS. The analysis results show that postgraduates are generally dissatisfied with the service quality of HBAU. Variables such as gender, work experience, undergraduate graduation institution types, enrolment ways and school will affect postgraduates’ satisfaction with the service quality of postgraduate education.
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