本研究以SERVQUAL 模型为基础研究了本科生化学课堂教学感知服务质量 的影响因素和感知服务质量差距模型。通过对北京师范大学化学学院的本科 生的问卷调查，对调查结果进行统计描述，效度分析，信度分析，以及因素 分析和差距检验后，发现有形性、可靠性、响应性、保证性和关怀性是本科 生化学课堂教学感知服务质量的五个构成因素。而本科生化学课堂教学感知 服务质量的总体感知和期望以及各个因素的感知和期望都有及其显著差异。 其中关怀性是最需要改进的因素，而响应性的感知和期望都很高，是需要继 续保持的因素。

This research studies the influence factors of perceived service quality and perceived service quality gap of undergraduate course teaching based on the SERVQUAL model. We have a questionnaire survey on undergraduates from Beijing normal university, college of chemistry. The survey results are dealt with statistical description, validity analysis, reliability analysis, factor analysis and gap inspection. It found that the tangibility, reliability, responsiveness, assurance and empathy are the five factors influencing perceived service quality of undergraduate course chemistry teaching. The overall perception and expectation or perception and expectation of every factors is different significantly. The empathy needs improvement, and the perception and expectations of responsiveness both are high, which factor needs to continue.