对大学生高校教育期望质量测度的初步研究

A Primary Study on the Expected-quality Measurement of University Education

测度顾客满意度 (CS) ,目前普遍认可并使用的是美国 1994年提出的国家顾客满意度指数 (ACSI)体系。中国的 CSI体系尚付阙如 ,故选择我国高等教育的 CS作为研究对象 ,仅就 CSI模型中的顾客期望质量问题予以研究。通过问卷调查和层次分析法 ,计算出某大学本科生期望质量的相关因素分值和权重系数 ,最终得出学生的期望质量测度值 ,期望本研究能为中国高等教育

American customer satisfaction index (ACSI) system, which was e stablished in USA in 1994, is currently the most commonly accepted and adopted system in the measurement of customer satisfaction (CS). The customer satisfaction index (CSI) system in China is not created yet, so the CS of our university education is studied, and focusing on the issue of “customer quality” in CSI model. Through questionnaire and analytic hierarchy process (AHP), the factor score and weight coefficient of the undergraduates' quality of University “T” are calculated, measurement of student's expectation quality is decided. It is expected that the study presented here can become the base of constructing the CSI system of China university education.