中国高等教育顾客满意度指数模型的构建  

Explorative Research on Customer Satisfaction Index Model of Chinese Higher Education

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》2007年第1期84-88,共5页Journal of Public Management

摘　　要：办人民满意的教育是我国高等教育的宗旨,对高等教育质量进行评估是受教育者的权利。根据我国高等学校的具体情况,在借鉴美国顾客满意度指数模型(ACSI)的基础上,尝试建立了由高校形象、顾客期望、感知质量、顾客满意、顾客忠诚和顾客信任等结构变量构成的中国高等教育顾客满意度指数模型(CHE-CSI)。依据顾客满意度测量理论,设计了包括自我发展、专业课程设置、教师队伍、教学质量、图书馆、文娱活动和校园服务等质量因子和通行的满意度测量因子的指标体系,并编制了相应的问卷。总量表信度达到0.8999。因子分析表明,学生对高校教育质量的感知主要包括教学质量和校园服务两个方面。利用结构方程分析软件LISREL8.7对沈阳市六所高校的596名学生样本数据进行了模型验证分析。各项拟合系数均表明数据与模型拟合良好,其中RMSEA达到0.064。One important objective of higher education is to achieve people's satisfaction and meanwhile the educated have the right to evaluate the quality of education. According to the specific situation of Chinese Higher Education, this article modifies the American Customer Satisfaction Index Model (ACSI) and explores to construct a Customer Satisfaction Index Model of Chinese Higher Education[CHE-CSI], including structural variables such as college images customer expectation, perceived quality, customer satisfaction, customer trust, customer commitment and customer loyalty. Based on the customer satisfaction theory, this article sets up an index system including quality elements such as self development, curricula arrangement, staff, teaching quality, library, entertainment and campus services and satisfaction-measuring elements. Furthermore, the authors design related survey questionnaire, the total reliability of which is 0.8999. The factor analysis shows that perceived quality embodies the factors of teaching quality and campus services. Moreover, in this article, the Structural Equation Model (SEM) is applied to analyze the data set of 596 students in 6 universities with software LISREL8.70. Finally, the fit parameters show the results are reasonable, in which the RMSEA is 0.065.

关 键 词：高等教育 顾客满意度指数模型 学生满意度测评 结构方程模型分析 

分 类 号：G64[文化科学—高等教育学]