基于ACSI的高校招考服务考生满意度测评指标体系研究

发布时间：2018-09-15 05:56

【摘要】：在高校招生考试制度改革的背景下,高校提供的招生考试服务的科学、合理程度对考生报考高校、高校选择考生以及高校与考生之间构建互动桥梁产生很大影响。高校的教学资源与入学机会是有限的,不能覆盖到每个考生,而高校招考服务是高校教学资源与入学机会的配置性服务,具备公共服务属性。考生是招考服务最大的受众,高校招考服务的提供应当始于考生的需要,以考生满意为主要目的,通过完善考生评价较低的部分,维持考生认为满意的部分,形成不断进步的循环与创新体系。研究通过对ACSI (American Customer Satisfaction Index)的可行性与必要性进行分析,将ACSI引入了高校招生考试服务考生满意度测评领域,并根据高校招生考试服务考生满意度的影响因素设计了基于ACSI的高校招生考试服务考生满意度测评指标体系。满意度测评指标体系包括了三个层级,每个层级都由上一个层级展开。第一层级包括考生期望、考生感知质量、考生感知价值、考生满意度、考生抱怨、考生忠诚六个方面。考生期望包括了对高校招生考试服务多方面的预期与考生的个性期望。考生对高校招生考试服务多方面的预期即考生通过生活、学习以及其它方式渠道对招考服务产生的总体预期。考生的个性期望则是考生依据自身条件对报考高校产生的预期。考生感知质量、考生感知价值是考生对服务的直接感受,包括对高校招生信息公开、高校招生录取工作、监督工作等方面的感受。考生抱怨、考生忠诚则是考生接受服务后的结果,即高校招生考试服务低于考生的预期,考生会产生不满意的情绪,反之,当服务高于预期则会产生满意的情绪。在一级指标的基础上不断展开基础上,设计了十四个二级指标与三十五个三级指标,涵盖了高校招生考试服务考生满意度的主要影响因素。然后通过对湘潭大学2014与2015年考生满意度进行测评,提出了优化湘潭大学高校招考服务考生满意度的对策。
[Abstract]:Under the background of the reform of the college entrance examination system, the scientific and reasonable degree of the enrollment examination service provided by the university has a great influence on the candidates' application, the selection of the examinee and the construction of the interactive bridge between the university and the examinee. The teaching resources and entrance opportunities of colleges and universities are limited and can not cover every examinee, and the college entrance examination service is the collocated service of teaching resources and entrance opportunities in colleges and universities, which has the attribute of public service. Candidates are the largest audience for the examination service. The provision of college entrance examination services should begin with the needs of the candidates, take the satisfaction of the candidates as the main purpose, and maintain the parts that the candidates think are satisfied by perfecting the lower part of the evaluation of the candidates. To form a progressive cycle and innovation system. By analyzing the feasibility and necessity of ACSI (American Customer Satisfaction Index), the paper introduces ACSI into the field of examinee satisfaction evaluation of college entrance examination service. According to the influencing factors of college entrance examination service examinee satisfaction, this paper designs the evaluation index system of college enrollment examination service examinee satisfaction degree based on ACSI. The index system of satisfaction evaluation includes three levels, each of which is carried out by the previous level. The first level includes expectation, perceived quality, perceived value, satisfaction, complaint and loyalty. The expectation of examinee includes the expectation of college entrance examination service and the personality expectation of examinee. The expectation of college entrance examination service is the overall expectation of the examination service through life, study and other channels. The personality expectation of the examinee is the expectation that the examinee produces according to his own condition. The perceived quality and perceived value of the examinee are the direct feelings of the examinee to the service, including to the university enrollment information open, the university recruit enrollment work, the supervision work and so on. The examinee complains that the examinee loyalty is the result after the examinee receives the service, that is, the college enrollment examination service is lower than the examinee's expectation, the examinee will produce the dissatisfied emotion, conversely, when the service is higher than the expectation, will produce the satisfied emotion. On the basis of the development of the first class index, fourteen secondary indexes and 35 third grade indexes are designed, which covers the main factors influencing the satisfaction of college entrance examination service candidates. Then, by evaluating the satisfaction of candidates in Xiangtan University in 2014 and 2015, the author puts forward the countermeasures to optimize the satisfaction degree of candidates in the recruitment service of Xiangtan University.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G647

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