我国高等教育领域客户满意度模型比较研究

A Comparative Study on Customer Satisfaction Model of High Education Field in China

我国高等教育作为一种服务已经被广泛的认可,满足服务对象的需求、提高服务对象的满意度是高等教育服务的目标。客户满意度模型是衡量满意度的重要方法。普通高等教育对象与现代远程教育对象的不同,形成的客户满意度也应有所不同。分析研究了我国高等教育领域客户满意度模型,发现两者的不同之处,以期建立适合现代远程教育发展的教育服务与管理模式。

The high education as a service has been widely recognized,the goal of higher education services is to meet the needs of customer and improve their satisfaction.Customer satisfaction model is an important method and way to measure customer satisfaction.As the different target customers between general high education and modern distance education,the customer satisfaction should be also different.The paper has analyzed the customer satisfaction model of high education field,summarized the difference of customer satisfaction between general high education and modern distance to construct education services and management model appropriate to modern distance education.