摘要:
构建适用于我国高校公共厕所服务质量模型框架,为我国高校有关部门评价和改善公厕服务模式提供理论依据.方法 抽取河南省内20所高校500名师生为调查对象,对高校公厕服务满意度进行测评,用SmartPLS 2.0软件对数据进行统计分析.结果 师生期望对感知质量的路径系数为0.746(t=25.875,P<0.01).师生感知质量对师生感知价值的路径系数为0.643(t=10.910,P<0.01),感知质量对满意度的路径系数为0.911(t=19.911,P<0.01),师生感知价值对满意度的路径系数为0.112(t=3.033,P<0.05),师生满意度与忠诚度路径系数为0.439(t=7.360,P<0.01),师生满意度对抱怨路径系数为0.722(t=33.714,P<0.01).结论 高校环卫部门应充分重视师生期望,保证师生实际感知质量不低于期望;当享受到较高质量的公厕服务时,师生的在校满意度会得到明显提高.
Abstract:
Objective To construct a framework suitable for assessment on quality of public toilets service in colleges.Methods Staffs and students from 20 colleges and universities of Henan province were invited to participate and 500 teachers and students agreed.Statistical analysis was carried out through SmartPLS 2.0.Results The path coefficient of teacher-student perceived quality to the teacher-student perceived value was 0.911 (t =19.919,P<0.01);the path coefficient of teacher-student perceived value to satisfaction degree was 0.112 (t =3.033,P<0.05),path coefficient of satisfaction to loyalty among staffs and students was 0.439 (t=7.360,P<0.01);path coefficient of satisfaction to complaint was 22 (t=33.714,P<0.01).All of the hypothesis were supported.Conclusion Environment and health department of colleges and universities should pay full attention to improve satisfaction towards public toilet quality by both staffs and students.
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