分类编号： 单位代码：028
公开时间：获取学位当年 学 号：2021130034
研究生学位论文
论文题目：Y 青年学习社区服务质量
提升策略研究
学 生 姓 名： 王勋 申请学位级别： 硕士
申请专业名称： 工商管理
研 究 方 向： 服务管理
指导教师姓名： 王晔 专业技术职称： 教授
提交论文日期： 2022 年 12 月 5 日
天津师范大学学位论文原创声明
本人郑重声明:此处所提交的学位论文《Y青年学习社区服务质量提升策略研
究》，是本人在导师指导下，在天津师范大学攻读硕士学位期间独立进行研究工作
所取得的成果。据本人所知，论文中除已注明部分外不包含他人已发表或撰写过
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作者签名： 日期：2022 年 12 月 5 日
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作者签名:日期: 2022 年 12 月 5 日
导师签名:日期: 2022 年 12 月 5 日
摘要
从 21 世纪开始一直持续到今天，伴随着知识经济时代的来临，越来越多的家
庭在家庭收入提高的同时也愿意在教育上投入相应的资金。学生和家长对获得优
质教育资源的需求也越来越强烈，为了满足大家的这些需求，国内的教育培训市
场也迎来了非常好的发展机遇，付费自习室作为另一种新型的民办教育培训机构
如雨后春笋般兴起。
由于付费自习室的准入门槛较低，国内逐渐出现了大量自习室，但是其自身
实力参差不齐、基础配套设施不完善、在市场竞争中没有显著优势、服务质量无
法满足客户的实际需求。自习室作为服务性行业，服务质量尤其重要，作为一个
行业的口碑，服务质量的高低将会直接影响客户的消费体验和自习室核心竞争力
的塑造。因此，我们需要根据自习室自身发展的实际情况，从多个角度，制定出
相应的对策，从而促进付费自习室的服务质量得到进一步的优化提升。
为了提高客户满意度和机构员工服务质量之间的关系、探索教育机构行之有
效的提升服务质量水平的方法、来帮助教育培训机构在本行业保持强大的核心竞
争力，并基于服务质量提升和客户满意度的理论，本文以 Y 青年学习社区的服务
质量提升策略为研究对象，并借助文献资料法、访谈法和问卷调查法等研究方法，
从服务质量五维度模型、信度分析、效度分析等方面出发，进行了相关的研究。
文章首先从服务质量的测评方法以及相关的理论进行了阐述，定义了服务质量的
内容和特征。其次，本文通过对 Y 青年学习社区客户进行分类，主要分为考研类、
考公务员类和其他资格证备考类学生群体，分析研究其服务需求、现有的服务类
型以及目前客户服务中面临的问题。最后，本文通过问卷调查和访谈法以解决 Y
青年学习社区运营过程中实际问题为导向，对受到该机构实际服务的客户和机构
内部的服务人员进行相关的访谈和问卷调查，就自身存在以及未来的发展过程中
可能遇到的问题进行调查，并针对调查过程中突出表现出来的问题进行分析、总
结，最终提出关于 Y 青年学习社区客户服务质量提升的相关改进对策。本文通过
论述提升自身配套硬件设施和工作人员服务质量等可被客户感受到的服务内容来
达到客户的期望，旨在提高Y 青年学习社区的客户服务质量，进而提升在本行业
市场的核心竞争力。同时也为同行业在客户服务质量提升的研究领域提供一定的
参考作用。
关键词：青年学习社区 教育机构 服务质量
I
Abstract
From the beginning of the 21st century to today, with the advent of the era of
knowledge economy, more and more families are willing to invest in education while
increasing their family income. The demand of students and parents for access to
high-quality educational resources is also growing. In order to meet these needs, the
domestic education and training market has also ushered in a very good development
opportunity. As another new type of private education and training institutions, paid
study rooms have sprung up like mushrooms.
Due to the low access threshold of paid study rooms, a large number of study
rooms have gradually emerged in China, but their own strength is uneven, the
infrastructure is not perfect, there is no significant advantage in the market competition,
and the service quality cannot meet the actual needs of customers. As a service industry,
the service quality of the study room is particularly important. As an industry reputation,
the service quality will directly affect the customer;s consumption experience and the
shaping of the core competitiveness of the study room. Therefore, we need to formulate
corresponding countermeasures from multiple perspectives according to the actual
development of the study room itself, so as to further optimize and improve the service
quality of the paid study room.
In order to improve the relationship between customer satisfaction and the service
quality of employees, explore effective ways to improve the service quality of
educational institutions, help educational training institutions maintain strong core
competitiveness in the industry, and based on the theory of service quality improvement
and customer satisfaction, this paper takes the service quality improvement strategy of
Y youth learning community as the research object, and with the help of the literature
method The research methods, such as interview and questionnaire, start from the five
dimension model of service quality, reliability analysis, validity analysis, and so on.
Firstly, the article expounds the evaluation methods and related theories of service
quality, and defines the content and characteristics of service quality. Secondly, this
paper classifies the customers of Y youth learning community, which are mainly divided
into postgraduate entrance examination, civil service examination and other
qualification certificate preparation student groups, and analyzes their service needs,
existing service types and problems faced in customer service at present. Finally, guided
II
by solving the actual problems in the operation of the Y Youth Learning Community,
this paper conducts relevant interviews and questionnaires on the customers and service
personnel within the organization who are actually served by the organization,
investigates their own existence and possible problems in the future development
process, and analyzes and summarizes the problems highlighted in the investigation
process, Finally, it puts forward relevant improvement countermeasures for improving
the customer service quality of Y youth learning community. This article aims to
improve the customer service quality of Y Youth Learning Community and further
enhance the core competitiveness in the industry market by discussing the service
content that can be felt by customers, such as improving their own supporting hardware
facilities and staff service quality, to meet customer expectations. At the same time, it
also provides some reference for the same industry in the research field of customer
service quality improvement.
Key words: youth learning community education institution service quality
III