论高等教育评估中的顾客满意度测量  

The Application of Customer Satisfaction Measurement in Higher Educational Evaluation

作　　者：刘武[1] 杨雪[1] 

机构地区：[1]东北大学文法学院,沈阳110004

出　　处：《公共管理学报》2005年第4期85-89,共5页Journal of Public Management

摘　　要：通过对高校现有评估方式存在缺陷的分析,提出在高等教育大众化的今天,高等教育要突出质量意识和服务意识,进而提出高等教育评估中应该引入顾客满意度测量,并对顾客满意度的基本理论模型进行了阐述。通过对国外高等教育评估中应用顾客满意度测量技术的概况评述,指出了顾客满意度测量在我国高校评估中应用的意义;最后提出在我国高等教育评估中应用顾客满意度指数模型的建议。Based on the analysis of defects existing in evaluation modes in higher education, this paper puts forward that quality consciousness and serving consciousness should be emphasized on, and customer satisfaction measurement should be introduced into higher education. Then basic theory models of customer satisfaction are explained. After introducing customer satisfaction measurement in foreign higher education, this paper points out the significance of applying customer satisfaction measurement to higher education evaluation. Finally, options are put forward to improve the application of customer satisfaction index model in Chinese higher education.

关 键 词：高等教育评估 顾客满意度 顾客满意度指数模型 

分 类 号：G642[文化科学—高等教育学]