摘要
I
摘要
改革开放以后，经济发展的需要和国家政策的改革极大地推动了我国民办高
职专科教育的发展。但是，民办高职专科学校还面临着公办高职专科学校和国外
高等专科教育的竞争、生源减少、社会认可度低等问题，如何提高办学竞争力，
获得可持续发展，成为了民办高职专科学校必须解决的问题。学生是民办高职专
科学校生存和发展的基础，正如顾客是企业生存和发展的源泉。现代企业将顾客
需求、顾客满意和顾客忠诚等视为影响自身经营和发展的重要因素，贯穿了整个
供应链条。同样，以顾客（学生）为中心、需要衡量经济效益的民办高职专科学
校，也可以借鉴企业的发展之道。因此，本文以 S 民办高职专科学校为例，从客
户满意度的视角来调查研究学生课程教学满意度的影响因素，并探索相应的解决
方案，进而促进 S 民办高职专科学校的发展

S 民办高职专科学校发展为一所高职院校已有 10 余年。目前规模拥有 1600 余
亩占地面积、6 个系部、29 个专业、200 余名在校教职员工和近 10000 名在校学生

校内实训设施或设备和校外的实训基地（除部分专业以外）基本完善。现有的教
学满意度的调查存在评价体系设置不合理、学生参评率低、调查结果无反馈等问
题。在学校的长足发展中，需要对学生教学满意度进行相对系统、客观的调查，
并及时反馈调查结果

本文首先对顾客满意度的相关理论作了文献概述及评价；其次，对 S 民办高
职专科学校的发展、学生教学满意度的现状和行业的发展趋势等作了一定的介绍，
以 ACSI 为基础，提出了 S 民办高职专科学校学生教学满意度测评模型和指标体系；
然后，设计调查问卷并对 S 民办高职专科学校学生教学满意度进行调查及分析；
最后，针对分析的结论或相关问题，提出相应的改进建议

通过基于 ACSI 的测评体系的学生教学满意度调查研究，S 民办高职专科学校
能够了解到学生教学满意度的影响因素，也可以窥探到学生的需求、课程教学的
问题和资源的利用等情况，并就此作出相应的改进，提高学生的教学满意度，进
而增强办学竞争实力

关键词：ACSI，结构模型，学生教学满意度ABSTRACT
II
ABSTRACT
After the implementation of the reform and opening-up policy, the demand of
economic development and the reform of national policies have significantly pushed the
development of our countries’ private vocational education. However, the private
vocational academies are confronted with various problems such as the competition
with the education of other vocational colleges indoors and outdoors, the decrease of
students’ population, the little acceptance in society, etc.. How to improve the
competitiveness and obtain the sustainable development has become an urgent matter
for private vocational academies. What students are to the private vocational academies
is what the customers to the enterprises. Modern enterprises consider the customers’
demands, satisfaction, loyalty and so on as the important factors to impact their
management and development, which runs through the whole supply chain. Similarly,
the private vocational academies which are customers(students) oriented and need to
balance the economy profit can also imitate the enterprises’ way of developing.
Therefore, from the perspective of customers’ satisfaction, this paper, which takes S
private vocational academy as an example, investigates the influential factors of
students’ satisfaction to curriculum teaching, explores the corresponding solutions and
then promotes the developing of S private vocational academy.
S private vocational academy has become a vocational college for over 10 years.
At present, it covers more than 106 hectare, and there are 6 departments, 29 majors,
more than 200 members of the faculty and nearly 10,000 students on campus. And the
indoor practical training facilities and outdoor practical training bases(except some
specialties) have been improved basically. Nevertheless, the survey of existing teaching
satisfaction reflects some problems, for example, the unreasonable evaluation system,
the low rate of students’ participating, no feedback of the survey, etc. In the sustainable
development of the college, the survey of students’ satisfaction to the teaching should
be taken systematically and objectively with timely feedback.
In this paper, firstly, the literature summaries and comments to the relevant
theories of customer satisfaction are stated; secondly, the development of S private
vocational academies, teaching satisfaction status and industry development trend are
introduced, and the evaluation model and target system of students&39; satisfaction ofABSTRACT
III
teaching are put forward based on ACSI; then, based on the questionnaire, the
investigation and analysis are taken; finally, the corresponding solutions are proposed.
Through the survey to the students&39; satisfaction with curriculum teaching on the
basis of ACSI valuation system, S private vocational academy will learn about the
certain impacts on the satisfaction and the situation such as students’ demands,
problems during teaching and the resource utilization, and then take relevant
measurements to enhance the satisfaction as well as the competitiveness of the school.
Keywords: ACSI; SEM; Curriculum Teaching Satisfaction目录
IV
目 录
第一章 绪论
...1
1.1 选题背景......1
1.2 研究意义及创新之处...6
1.3 研究思路及方法.........7
1.3.1 研究思路........7
1.3.2 研究方法........7
第二章 顾客满意度理论研究
......8
2.1 顾客满意度的研究现状及其分析8
2.2 顾客满意度指数模型及其分析.12
2.2.1 瑞典顾客满意度指数模型.........12
2.2.2 美国顾客满意度指数模型.........13
2.2.3 欧洲顾客满意度指数模型.........13
2.2.4 中国顾客满意度指数模型.........14
第三章 S 民办高职学校学生教学满意度模型以及问卷的设计与测试.16
3.1 S 民办高职学校学生教学满意度的现状..16
3.1.1 学校的发展和经营状况16
3.1.2 行业的现状...18
3.1.3 学生教学满意度现状及问题......18
3.2 S 民办高职专科学生教学满意度测评模型...........21
3.3 调查问卷的设计.......22
3.3.1 问卷调查的样本.........22
3.3.2 调查问卷的编制及修改.......
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