高校行政服务的“响应性”对学生满意度的影响研究 ——以山东省某地方本科院校为例

Abstract

In the current era of higher education, with its increasing emphasis on a student-centered approach, the quality of university administrative services has become a key element influencing student experience and satisfaction. Among these, “responsiveness,” as a crucial dimension of service quality, directly affects students’ perception of administrative efficiency and the level of care they receive. This exploratory case study focuses on a local undergraduate institution in Shandong Province to investigate the specific mechanisms and degree to which the “responsiveness” of its administrative services (defined as the willingness and ability of administrative staff to provide prompt service and assistance) impacts student satisfaction. Furthermore, it examines the moderating role of “student trust” (the degree of students’ reliance on the administrative service system and its personnel) in this relationship. Employing a quantitative research method, this study designed a survey based on a sound research model. The collected data were analyzed using SPSS for descriptive statistics, reliability and validity analysis, and hierarchical regression analysis to test the hypotheses. The findings indicate that the responsiveness of university administrative services has a significant positive impact on student satisfaction, and that student trust moderates the strength of this relationship. This paper offers theoretical and practical guidance for such local undergraduate institutions to achieve more scientific and standardized administrative management, enhance the effectiveness of their services, build and maintain student trust, and ultimately increase student satisfaction.