上海高校后勤师生满意度评价体系实证研究

发布时间：2018-02-21 04:58

本文关键词： 高校后勤师生满意影响因素模型　出处：《天津大学》2012年硕士论文　论文类型：学位论文

【摘要】：我国高校后勤改革自1999年正式开始,发展速度惊人,高校后勤服务质量参差不齐,缺少客观科学的统一评价,社会上还未形成以高校师生为评价主体,并能反映高校后勤特点的评价体系。高校后勤服务与每一位师生息息相关,服务质量的高低直接关系到师生的切身利益,开展后勤服务满意度调查可以帮助学校后勤管理部门掌握信息,执行好对后勤服务企业的监督管理职能。提升后勤服务质量,使师生的利益得到充分的保障。本文就当前高校后勤管理中较为关注的师生满意问题,讨论和分析目前在理论研究和实践中开展的师生满意度测量技术和数据分析方法,归纳总结出师生满意的主要影响因素和确立课题研究的内容和重点。在现有理论综述的基础上,基于部分高校师生满意度测评数据,围绕课题重点进行实证研究。以更为客观有效地反映出当前师生满意的主要因素的构成和师生满意主要影响因素的统计分析的实现方法,有利于对师生满意的理论研究和管理实践具有一定的借鉴和参考价值。论文在研究过程中,充分借鉴了国内外顾客满意度测量技术,通过调研确立了较为全面的高校后勤师生满意度测量指标体系,并在采集了具有一定代表性数据样本的基础上,运用方差分析和多元分析等统计分析方法,从师生需求角度进行了师生满意主要影响因素的统计分析、假设推论和实现方法。主要分为三个步骤: 1、从师生需求的角度,提出高校后勤师生满意度理论模型。 2、高校后勤服务指标体系的建立。 3、高校后勤服务指标体系的验证。本文最终形成了对师生满意主要影响因素的分析思路和方法,并通过对实证数据的分析和研究,反映出中国高校后勤师生满意主要影响因素的一系列有效的统计推论,为今后开展师生满意度测量实践、深入挖掘师生满意度数据信息和企业管理实践,提供可借鉴和参考的工具和方法。
[Abstract]:Since 1999, the reform of university logistics in our country has developed at an astonishing speed, the quality of service in colleges and universities is uneven, there is a lack of objective and scientific unified evaluation, and the teachers and students of colleges and universities have not been taken as the main body of evaluation in the society. And it can reflect the evaluation system of the characteristics of university logistics. The service of university logistics is closely related to every teacher and student, and the quality of service is directly related to the immediate interests of teachers and students. The investigation of logistics service satisfaction can help the school logistics management department to grasp the information, carry out the supervision and management functions of the logistics service enterprises, and improve the quality of the logistics service. This paper discusses and analyzes the measurement techniques and data analysis methods of teacher-student satisfaction, which are carried out in theoretical research and practice, on the basis of the satisfaction of teachers and students in the logistics management of colleges and universities. The main influencing factors of teacher and student satisfaction and the contents and emphases of the subject are summarized and summarized. On the basis of the existing theories, and based on the evaluation data of teachers and students' satisfaction degree in some colleges and universities, In order to reflect the composition of the main factors of teachers and students' satisfaction and the realization method of the statistical analysis of the main influencing factors of the satisfaction of teachers and students more objectively and effectively, the empirical research is carried out around the focus of the subject. It is beneficial to the theoretical research and management practice that teachers and students are satisfied with. In the course of the research, the paper fully draws lessons from the domestic and foreign customer satisfaction measurement technology, through the investigation and research has established the relatively comprehensive university logistics teacher and student satisfaction measurement index system, and has collected the certain representative data sample foundation. By means of variance analysis and multivariate analysis, this paper makes a statistical analysis of the main influencing factors of teachers and students' satisfaction from the point of view of teachers and students' needs, hypothesizes and realization methods. It is mainly divided into three steps:. 1. From the point of view of teachers and students' demand, this paper puts forward the theoretical model of university logistics teacher-student satisfaction. 2. The establishment of logistic service index system in colleges and universities. Third, the verification of the logistic service index system in colleges and universities. This article finally forms the analysis thought and method of the main influencing factors to the satisfaction of teachers and students, and through the analysis and research of the empirical data, reflects a series of effective statistical inferences of the main influencing factors of the satisfaction of the teachers and students in the logistics of Chinese colleges and universities. In order to carry out the practice of measuring the satisfaction of teachers and students in the future, to dig into the data information of the satisfaction of teachers and students and the practice of enterprise management, and to provide the tools and methods that can be used for reference.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：G647

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