高校教育服务质量满意度测评研究  

Testing and Appraising of Customers' Satisfaction Degree in Higher Education Institutions

作　　者：嵇小怡[1] 黄小萍[1] 

机构地区：[1]温州大学学生处,浙江温州325027

出　　处：《高教发展与评估》2005年第4期29-32,共4页Higher Education Development and Evaluation

摘　　要：介绍顾客满意度测评的一般理论,提出高校顾客满意度测评的指标体系,论述如何确定满意度指标的权重和进行顾客满意度的计算,对如何利用满意度测评结果进行探讨。This paper introduced the general theory of testing and appraising of customers' satisfaction degree, put forward the index system for testing and appraising customers' satisfaction degree in higher education institutions, discussed how to define the balance of the index of satisfaction degree and to calculate customers' satisfaction degree, and analyzed how to utilize the results of testing and appraising satisfaction degree.

关 键 词：高校 指标体系 层次分析法 

分 类 号：G647[文化科学—高等教育学]