【摘要】 对一卡通服务质量进行客观评价是改进服务质量的基础。首先，根据服务接触理论提出五个维度25个服务评价要素，通过腾讯问卷收集数据，再利用SPSS软件及IPA分析法对华中师范大学一卡通服务质量进行实证研究。研究发现，身份认证、自助设备以及手机自助服务这三个维度的服务质量存在的问题较为突出，需要尽快改进。实例研究表明：IPA方法适合高校一卡通服务质量评价的实践，能找到一卡通服务质量存在的薄弱环节，为提升服务水平找到发力点。更多还原

【Abstract】 Objective evaluation of the service quality of all-in-one card system is the basis of improving the service quality.First of all, five dimensions and twenty-five service evaluation elements are proposed according to the service contact theory. The data are collected by Tencent questionnaire, and then the SPSS software and the IPA(importance-performance analysis) method are used to make an empirical analysis of the service quality of all-in-one card system of the Central China Normal University.The research result shows that there are serious problems in the service quality of identity authentication, self-service devices and mobile phone self-service, which needs to be improved as soon as possible. Empirical study shows that the IPA method is suitable for the quality evaluation of campus all-in-one card service, and it can identify the weak link of the service and find out the key point for improving the service.更多还原