| The research on the improvement of service quality of educational and training institutions originates from the Hamblin model theory,which holds that cost-effectiveness and strategic influence are the two major factors that determine the service quality of training institutions.Based on SERVQUAL scale,the gap between expected service quality and perceived service quality and the comparison between them were analyzed in the academic field.at present,education and training institutions are developing rapidly with continuous expansion of scale,but the improvement of service quality cannot catch up with the speed of their scale development,which will affect their enrollment in the near future and pose continuous pressure on the further development of training institutions in the long run.Improving service quality builds customer loyalty for the organization,retaining regular customers and adding new ones.Finally increase the institutional income,for the further development of the organization to lay a solid foundation.In this paper,by analyzing the management status quo of HC education training institutions and the quality of service,found that the lack of effective service quality evaluation methods is the agency’s problem.As a result,it is difficult for institutions to understand students’ expectation perception and service gap,unable to puts forward the service quality improvement measures,so as to improve the service quality of HC education training institutions.Based on this,this paper designs a questionnaire based on SERVQUAL service quality evaluation theory,and sets the respondents as students of this institution.Starting from five dimensions of reliability,responsiveness,assurance,empathy and tangibility,22 indicators are refined to conduct an in-depth analysis of the training service quality of this institution.The results show that:(1)the overall service quality level of HC education and training institutions is low,and the investigators are not satisfied with the service quality of the institutions;(2)The order of importance in five dimensions is: reliability,assurance,responsiveness,tangibility and empathy.finally,the "material-perceived performance" model is used to analyze the promotion priorities of the five dimensions of service quality,and the limited resources can be redistributed according to the research results of the model,and an execution plan with clear goals can be formulated to improve the service quality level of the organization.The research on the strategies for improving the service quality of HC education and training institutions not only expands the application of service quality evaluation model in the education and training industry,but also fills in the blank of service quality evaluation of education and training industry in the region where the institution is located.This study not only serves as a guide for the institution to improve its service quality level,but also provides an example for other institutions in the education industry to improve their service quality level. |
