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SCETC college student satisfaction survey

Author: HuangZuo
Tutor: DuanGang
School: University of Electronic Science and Technology
Course: Management Science and Engineering
Keywords: higher vocational college college students satisfaction measurement
CLC: G647
Type: Master's thesis
Year: 2011
Downloads: 105
Quote: 0
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Abstract


The term of“customer satisfaction”was first introduced into commercial area by Cardozo in 1965, it wildly attract the world’s attention and vastly used in all walks of industries. The modern enterprises had hold "customer satisfaction" as the magic weapon of pursuing core competencies and sustainable competitive advantage within the market environment which is in fierce competition. At present, "customer satisfaction" has been introduced into the field of higher education.Due to the population structure changing in China, the highlighting of student source issues and the reforming of economic systems and education system, higher vocational colleges are facing unprecedented competition and challenges. How to survive and develop in this fierce competition is a thought-provoking topic for higher vocational colleges. College students, which are the directly clients of educational services, are not only the customers but also the products of education. Providing superior customer value for students and creating higher customer satisfaction are necessary requirements for the survival and development of higher vocational colleges. As an important part of higher education, vocational education is emphasis more on specialization and market demand. A higher student satisfaction is the goal of higher vocational colleges and in this area less research is involved.Based on American Customer Satisfaction Index (ACSI) and college student satisfaction measurement model which proposed by Yuan Guohua, and combined with its own features of higher vocational college, we proposed a satisfaction evaluation system for higher vocational college in this paper. Image of college, infrastructure, teaching management, teaching theory, practice teaching, logistics management , employment environment, quality development, student management, from these nine angles we ultimately get satisfaction of students.The research process of this paper is organized as follows:In the first stage, we obtained preliminary survey indicators with literature review and interviews. By combing these two methods, we extract the student satisfaction evaluation index which fits to higher vocational colleges, and construct questionnaires. After that, we distributed the questionnaire to students for a preliminary test and amended it according to the preliminary test, and then we got the final version of questionnaire for a widely survey. With the collection of data collected by questionnaires, we analyzed it with four-quadrant analysis method and get Advantageous projects, improvement projects, maintaining project and Observation items. In the finally section we conducted targeted analysis of those measurement results and propose ways to improve student satisfaction and approaches.

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