摘要
摘要
随着我国高等教育的迅猛发展以及“双一流”建设的不断推进，国内高
校的教育质量得到了长足发展，培育出大量综合型的高素质人才。而高校后
勤服务机构作为承担着保障高校教学以及科研工作顺利进行的服务组织同样
面临着巨大的挑战。与此同时，在新时代下随着国内外教育环境以及学生需
求的发展变化，高校后勤的内涵正在逐渐丰富，现在的高校后勤已经成为了
新的育人阵地，能够在为学生提供服务的过程中实现“润物细无声”的育人。
因此，高校高勤的服务质量对于我国高等教育的发展起着重要作用。而学生
对服务质量的感知情况最能直接反映高校后勤的服务质量水平。基于此，本
文以学生的角度开展高校后勤服务质量的学生满意度研究。
在理论研究部分，首先通过对相关文献的可视化分析，分析有关高校后
勤服务质量的学生满意度的研究现状，发现高校后勤服务已经逐渐受到社会
各界的关注。接着，对高校后勤和服务育人的概念进行阐述，以及对服务质
量和学生满意度理论进行剖析，发现已有研究中缺乏学生满意度的统一理论、
缺乏学生关于后勤服务的总体感知来进行衡量的研究、缺乏对各个高校后勤
群体的聚焦关注。最后，基于文献综述确定了本文的研究思路。
在量化研究部分，本文以石家庄铁道大学高校后勤服务机构作为实证研
究对象。首先，将经典顾客满意度模型与我国高校后勤自身特点进行结合，
选取了五个潜在变量：后勤形象、学生预期、感知质量、感知价值和学生满
意度，针对在校学生群体展开满意度调查。其次，根据变量间关系的理论假
设进行结构方程模型的设计，之后将调查问卷收集到的样本数据进行处理和
分析，最终验证假设并且讨论结果。根据调查结果，主要得出以下结论：在
影响学生满意度的四个变量中，后勤形象对学生满意度的影响最为显著，其
次是学生预期变量，最后是感知价值和感知质量变量。
最后，基于以上研究结果提出建议：第一，树立服务育人理念；第二，
提升高校后勤形象；第三，增强高校后勤服务的学生需求导向；第四，优化
高校后勤服务内容；第五，鼓励学生积极参与。
关键词：高校后勤；服务质量；学生满意度；服务育人
Abstract
Abstract
With the rapid development of China's higher education and the continuous
promotion of the "double first-class" construction, the quality of education in
domestic colleges and universities has been greatly developed, and a large number
of comprehensivehigh-quality talents havebeen cultivated.As a service
organization providing important guarantee for teaching and scientific research in
colleges and universities,logistic service institutions arealso facing great
challenges. At the same time, in the new era, with the development and change of
education environment at home and abroad and the needs of students, the
connotation of logistics in colleges and universities is gradually enriched. Now,
logistics in colleges and universities has become a new position of education,
which can achieve "moistening things silently" education in the process of
providing services for students. Therefore, the service quality of higher education
plays an important role in the development of higher education in China. Students'
perception of service quality can directly reflect the quality of logistics service in
colleges and universities. Based on this, this thesis carries out a study on student
satisfaction of logistic service quality in colleges and universities from the
perspective of students, whichhas important practical significance forthe
improvement of logistic service quality in colleges and universities.
In the theoretical research part, first of all, through the visual analysis of
relevant literature, analyze the research status of students' satisfaction with the
quality of logistic service in colleges and universities, and find that logistic
service in colleges and universities has gradually attracted attention. Then, the
university logistics, service education, service quality and student satisfaction are
analyzed, found that there is a lack of unified theory of student satisfaction, lack
of students on the overall perception of logistics services to measure the research,
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Abstract
lack of focus on each university logistics groups. Finally, the research ideas and
contents of this thesis are determined based on literature review.
In quantitative research section, this thesis, taking Shijiazhuang railway
university logistics services in colleges and universities as empirical research
object, first of all, the classic customer satisfaction model combining with
characteristics of logistics incolleges and universities, from fivepotential
variables: logistics image, student expectations, perceived quality, perceived value,
and student satisfaction, satisfaction survey on students in groups. Secondly, the
structural equation model is designed according to the theoretical hypothesis of
the relationship between variables. After that, the sample data collected from the
questionnaire are processed and analyzed, and the hypothesis is verified and the
results are discussed. According to the results of the survey, the following
conclusions are drawn: among the four variables that affect students' satisfaction,
logistics image has the most significant impact on students' satisfaction, followed
by students' expectations, and finally, perceived quality and perceived value.
Finally, based on the above research results, suggestions are put forward:
first, establish the concept of service education; Second, improve the image of
logistics in colleges and universities; Thirdly, strengthen the demand orientation
of logistic service in colleges and universities; Fourth, optimize the content of
logistic servicein collegesand universities;Fifth, encouragestudents to
participate actively.
Key words: University logistics, The quality of service, Student satisfaction,
service
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