文档介绍：西安科技大学
硕士学位论文
基于顾客(学生)满意度的高校教学质量评价研究
姓名:王志兴
申请学位级别:硕士
专业:管理科学与工程
指导教师:李铁治
20100101
论文题目:基于顾客(学生)满意度的高校教学质量评价研究
专业:管理科学与工程
硕士生:王志兴(签名)
指导教师:李铁治(签名)
摘要
在高等教育大众化程度日益深化的今天,高等教育质量倍受社会关注。随着高校教
学改革的不断深入,高校教学质量评价的手段和方法也在不断完善,传统的教学质量评
价方法已经不能完全满足目前高校教学质量评价的实际需求。
顾客满意理论作为一种科学化和系统化的理论,受到了各行业越来越多的重视,也
在非营利组织中得到了广泛应用。高等学校属于非营利性质的服务业领域,对其提供的
教育服务能否使顾客(尤其是学生)满意已经成为人们关注的焦点。
本文在对顾客满意理论及顾客满意度评价方法进行比较分析的基础上,结合高等学
校的教学特点建立了高校教学质量顾客满意度模型,提出了高校教学质量顾客满意度评
价指标体系和相应的度量模型。
在此基础上,以西安科技大学教学质量为研究对象,结合教学服务特点和分析影响
顾客满意的因素,采用学校声誉、感知质量、感知价值、顾客抱怨、顾客忠诚等五个变
量,对西安科技大学教学质量的顾客(学生)满意度进行测量,并对测量的结果进行分
析,提出有效提升教学质量顾客(学生)满意度的建议。
关键词:顾客;顾客满意度;教学质量评价;结构方程模型
研究类型:应用研究
Subject : The Evaluation of Teaching Quality at Universities Based on
Customer(Students)Satisfaction
Specialty : Management Science and Engineering
Name : Wang Zhixing (Signature)
Instructor : Li Tiezhi (Signature)
ABSTRACT
Nowadays, with the deepening degree of the higher education popularity, the higher
education quality draws highly social concern. As the development of college teaching reform,
the teaching quality evaluation methods and means are being continuously improved, the
traditional method hasn’t satisfied the actual needs of the present college teaching quality
evaluation.
Customer satisfaction theory as a scientific and systematic theory, it is taken more and
more attention to various sectors, and also has been widely applied in the nonprofit
organizations. Higher education teaching service belongs to the service industry. Its provision
of education services in that customers (especially students) satisfaction has e the focus
of attention.
In this paper, based on parative analysis of the theory of customer satisfaction
and customer satisfaction evaluation method, bining the characteristics of colleges
and universities teaching quality , the paper establishes customer satisfaction model of
teaching quality, and bring forwards university teaching quality customer satisfactio