B培训学院培训满意度研究

发布时间：2018-03-25 20:07

本文选题：B培训学院　切入点：培训满意度　出处：《北京交通大学》2012年硕士论文

【摘要】：随着我国居民消费能力增强,人们对中高端汽车的购买力大大增加。B集团是一家国际知名的高端汽车生产厂家,为了赢得竞争优势,2006年B集团在中国成立B集团中国培训学院,为其全部中国经销商提供全方位培训,以便更好服务顾客。随着培训学院规模的不断扩大,培训课程与培训学员不断增加,培训质量越来越受到重视。培训满意度是培训质量的重要标准,对培训满意度的调查研究对B集团改善培训课程,提高培训质量有着重要的实际意义。同时,目前对专业培训机构的满意度考核研究还很少,本文研究可以在该研究领域做出一定贡献。文章通过对B培训学院连续5个月的培训满意度跟踪,调查了1409位受训学员,利用AHP层次分析方法,对B培训学院的满意度测评提出了科学的评价指标体系。通过满意度调查发现：B培训学院的整体满意度得分较高,但是个别指标,个别课程存在很大的改进空间。针对调研发现问题,本文最后提出了7个方面针对性的改进意见：改善餐饮、加快培训设施建设、改善工作人员服务态度、改善培训资料质量、适当延长部分课程培训时间、增加课程设置、加强培训师考核。
[Abstract]:With the increase of consumption power of residents in China, the purchasing power of people to high-end cars is greatly increased. B Group is an internationally renowned high-end automobile manufacturer. In order to win the competitive advantage, Group B set up the B Group China training Institute in China in 2006. To provide comprehensive training for all its Chinese dealers in order to better serve customers. With the continuous expansion of the size of the training Institute, training courses and trainees are increasing. More and more attention has been paid to training quality. Training satisfaction is an important standard of training quality. The investigation and research on training satisfaction is of great practical significance for Group B to improve training courses and training quality. At present, the research on satisfaction assessment of professional training institutions is still few, this study can make some contributions in this field. By tracking the training satisfaction of B training Institute for 5 months in a row, this paper investigates 1409 trainees and makes use of AHP Analytic hierarchy process (AHP) method. This paper puts forward a scientific evaluation index system for the degree of satisfaction of B training Institute. Through the survey of satisfaction degree, it is found that the score of overall satisfaction of the B training Institute is higher, but the individual indexes. There is great room for improvement in individual courses. In view of the problems found in the research, this paper finally puts forward seven specific suggestions: improving catering, speeding up the construction of training facilities, improving the service attitude of staff, and improving the quality of training materials. Appropriate extension of part of the course training time, increase the curriculum, strengthen the assessment of trainers.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：G726.84

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