高职院校学生教学满意度指标设计与改进分析——基于KANO模型

Indices Design and Improvement Analysis of Students' Satisfaction Degree on Teaching in Higher Vocational Colleges

开展学生教学满意度的研究与建设是高职院校提升吸引力与竞争力的一条有效路径。以顾客导向为原则,运用学生访谈、网络调查、问卷调查的方法,设计出一套反映学生心声并且用学生自己的语言进行描述的教学满意度测量指标体系。运用KANO模型分析方法,可对教学满意度测量指标体系所反映的学生教学服务需求进行识别与细分,并可分别依据"需求细分"与"影响力计算"进行教学满意度的改进分析,从而帮助高职院校教师制定相应的教学服务改进策略。

Research and building-up of the students＇ satisfaction degree on teaching can make higher vocational institutes more attractive and competitive in an effective way. Based on the principle of customer orientation, using the methods of student＇ s interview, network survey and questionnaire survey, an index system of satisfaction measurement on teaching is designed to reflect the true thoughts of students. By means of KANO Model Analysis, students＇ demands on teaching, which are reflected by this index system, can be identified and segmented. The improvement analysis of satisfaction degree on teaching, which is carried out on ＂the Demand Segmentation＂ and ＂Influence Calculation＂, can help the teachers of higher vocational institutes to make corresponding improvement strategies in teaching services offered to the students.