“办人民满意的学校”——一个关于中小学校的民众满意度调查

Make School More Satisfying:On Primary School and High School Satisfaction Survey

本研究根据在上海、大连、成都、西安和深圳五个城市进行的近5000户居民的随机抽样调查,分析了我国城市居民对于教育服务的满意度及其影响因素。关于"办人民满意的学校",我国城市民众对于现实的评价总体来说是比较正面的,这表现在对于学校较高的家长满意率。这一研究也表明,学校收费和入学政策导致了公众较大的不满,同时公众意见的表达和投诉的制度不健全、不有效。在对于学校评价的各个方面,不同收入群体之间存在着差异,而这一研究的最重要发现是社会弱势群体在得到公共服务过程中有着多维度的"弱势"。他们得到的公共服务是质量较低的,同时他们还有严重的"信息弱势"和"表达弱势";富有人群掌握更多的教育服务信息,也更加有可能通过制度化的渠道进行意见表达。

Based on a random survey of nearly 5000 households in Shanghai,Dalian,Chengdu, Xi'an and Shenzhen,the study finds that parents on the whole are satisfied with the local educational service as indicated by the relatively high approval rating of the schools and their main dissatisfac- tion lies with school fees,charges and enrollment policies.It is also found that groups from different income strata differ in their evaluation of educational service quality and disadvantage groups are disadvantaged in various aspects,including serious'information disadvantage'and'voicing disad- vantage',while the rich are well-informed about the policy and procedures of school service,and more assertive in complaining officially.