1、華中農(nóng)業(yè)大學(xué)碩士學(xué)位論文大學(xué)生滿意度測(cè)評(píng)體系研究姓名：曾青霞申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：教育經(jīng)濟(jì)與管理指導(dǎo)教師：陶美重20090601華中農(nóng)業(yè)人學(xué)2009屆碩十學(xué)位論文AbstractThecollegestudentsatisfactionreferstoamentalreactionofpleasant，joyfulordisoppintedwhichappearsintheprocesswhentheundergraduates(as

2、custmorsofacceptinghighereducation)makeacomparisionbetweenwhattheygainandwhattheyexpectduringtheprocessofreceivinghighereducationAmericaandtheUKaccordgreatimportancetotheresearchontestingandevaluatingtheundergraduates’de

3、greeofsatisfaction，butsimilarreasearchhasn’tbeendoneuntiltheveryrecentyearsinChinaAsthingsbe，noonehasalreadybuiltupascientificsystemonitTllispaperistryingestablishaUndergraduates’SatisfactionTestingandEvaluatingSystemwhi

4、chissuitabletothecharacteristicsofchinaonthebaseofthesuccessfulexperienceinwesterncountriesanddomesticpracticeinthisissueTllispapermakesdepthanalysisofthedomesticandforeignuniversitystudentssatisfactionsystemandestablish

5、theCCSSI(ChineseCollegeStudentsSatisfactionIndex)，usingACSIandchineseexperts’researchachivementsforreferenceThismodelcontainssevenLatentVariables：schoolimage，theexpectedqualityofstudents，students’perceivedqualityperceive

6、dvalueofstudents，studentsatisfaction，students’complaintsandthestudents’loyaltynefirstfourvariablesarethedependentvariablesofthestudentssatisfaction，andthelasttwoaretheoutcomevariablesofthestudentssatisfactionComparedtoth

7、eACSI，thismodeladdapotentialexogenousvariableschoolimage，fortheschoolimagehasadirectinfluenceonthestudentssatisfactionComparedtosomemodelsestablishedbydomesticexperts，thisonereserversthevariableCustomer(students)Complain

8、tsintheACSIIntheuniversitiesofChinacomplaintchannelsareoftenlackwhenstudentsarenotSOsatisfiedwithsomeoftheservicesAndtheschoolalsodoesn’tpaymuchattentionaboutthesecomplaints，SOitisnecessaryteservethisvariableatpresentAMe

9、asuringIndexSystemisestablishedaccordingtothesatisfactionindex，whichcontains9secondaryindicators，28tertiaryindicatorsand58grade4indicatorswhichconstitutethequestionsonthequestionnaireWhendesigntheindexes，Isoughttoconside

10、rfromthepointsofviewofthestudentconsumers，toreflecttheindividualneedsandcaresofstudents，reflectthestudents’newrequirementstotheservicesofhighereducationAnotherfeatureofthisindexsystemisthatitusestheACSIMethodologyforrefe

11、rence，testthescoresbothonthetwodimensionstheimportanceandthesatisfactionAndthencalculatethedifferencesbetweenthem、Mmacomprehensiveandcomparativeanalysisofthescoresbetweenthetwodimensions，itCanpointoutfortheadministrators