X外语培训公司托福产品的顾客满意度研究

发布时间：2018-03-09 23:13

本文选题：外语培训　切入点：留学产品　出处：《中央民族大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着我国人民生活水平和消费水平的提升,很多家庭对孩子教育投资加大了力度,再加上留学政策逐渐放宽以及我国不断出台的鼓励中学生、大学生留学和归国的有利政策,中国留学生人数出前所未有的增长高峰,留学培训公司之间的竞争日益激烈。要想在行业中存活,就要抓住"客户"。如何提高培训和留学产品的顾客满意度,提高老客户的忠诚度,开发新客源,提高在市场中的竞争力,成为了留学培训公司管理者最为关注的问题。本文运用顾客满意度理论,结合本人在X外语培训公司工作的切身体会,借助调查问卷对于留学培训产品中顾客满意度进行了调查,通过对调查数据的分析和研究,参考深度访谈获得的信息资料,发现X公司留学培训公司的培训产品中存在的主要问题,并对如何提高X公司留学培训产品客户满意度提出策略和建议,为提高X外语培训公司留学培训产品的顾客满意度提供参考。本文首先对顾客满意度的相关理论进行了介绍和概述,并以X外语培训公司的学员为主要研究对象,通过问卷调查的方式进行资料收集,统计和分析影响顾客满意度因素分析。分析结果表明X公司产品和服务在顾客满意度方面存在的问题主要表现在以下几方面:第1,讲师的整体师资水平需要提升;第2,讲师在对教学内容清楚讲解和重点突出的针对性方面有待加强;第3,讲师在教学方法方面的提高课堂气氛方面和提升激情幽默的风格有待提高;第4,讲师在教学手段方面,需要提高学员的教学方法,提高学生的实力和重视课堂的互动。本文通过对200份有效调查问卷的统计分析,结合对30余人次的深入访谈结果。然后,本文总结了针对提高X外语培训公司的产品质量和服务质量的对策,总结为三个方面:一是在讲师甄选方面,机构需要改进讲师职位设计和提高门槛;二是在培训方面,机构需要构建综合的评价体系,设计更实用的培训模式和强化对于教师逐字稿的监督;三是其他管理策略,比如量化细化奖惩制度,基于学员满意的标准执行和定期考核不合格的讲师。这些策略对于X公司整体工作的改进具有正向推动作用。
[Abstract]:With the improvement of our people's living standards and consumption level, many families have increased their investment in the education of their children. In addition, the policy of studying abroad has been gradually relaxed and the favorable policy of encouraging middle school students, college students to study abroad and returning to the country has been continuously introduced in our country. The number of Chinese students is growing at an unprecedented peak, and the competition among the overseas students training companies is becoming increasingly fierce. To survive in the industry, it is necessary to grasp "customers." how to improve customer satisfaction in training and studying abroad products, To improve the loyalty of old customers, to develop new customers and to improve their competitiveness in the market have become the most important issues for managers of overseas study training companies. Combined with my personal experience of working in X foreign language training company, this paper makes a survey of customer satisfaction in overseas study training products with the help of questionnaire, through the analysis and research of the survey data, referring to the information obtained from in-depth interviews. Find out the main problems existing in the training products of X Company, and put forward the strategies and suggestions on how to improve the customer satisfaction of X Company's study abroad training products. In order to improve the customer satisfaction of foreign language training company, this paper first introduces and summarizes the theory of customer satisfaction, and takes the students of X foreign language training company as the main research object. Data collection through questionnaires, Statistics and analysis of factors affecting customer satisfaction. The analysis results show that X company's products and services in customer satisfaction are mainly reflected in the following aspects: first, the overall teacher level needs to be improved; Second, lecturers need to be strengthened in terms of clearly explaining and focusing on teaching content; third, teachers' style of improving classroom atmosphere and promoting passion and humor in terms of teaching methods; and (4) lecturers in teaching methods, It is necessary to improve students' teaching methods, enhance students' strength and attach importance to classroom interaction. Through the statistical analysis of 200 effective questionnaires, combined with the results of more than 30 in-depth interviews, This paper summarizes the countermeasures to improve the product quality and service quality of the X foreign language training company, which are summarized in three aspects: first, in the selection of lecturers, the institutions need to improve the design and raise the threshold of the lecturers' position; second, in the aspect of training, Institutions need to build a comprehensive evaluation system, design more practical training models and strengthen supervision over teachers' verbatim manuscripts; third, other management strategies, such as quantitative refinement of rewards and punishments, Based on the satisfactory implementation of standards and regular evaluation of unqualified lecturers, these strategies have a positive impact on the improvement of X Company's overall work.
【学位授予单位】：中央民族大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G523;F274

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