兰州新思维教育研究中心服务质量提升研究

发布时间：2018-06-20 11:23

本文选题：兰州新思维教育研究中心 + 民办教育　；参考：《兰州大学》2017年硕士论文

【摘要】：自上世纪90年代初至今,随着知识经济的到来,我国教育培训市场的迅速发展,私立民办教育培训市场规模不断扩大并持续保持着较快的增长速度。如何提高服务质量水平,并提高私立民办教育机构在教育培训市场的核心竞争力,已成为私立教育行业的重要问题。在海外,各类培训教育从成人的职业能力提升到青少年各种教育培训范围涉及面较大。在国内,据TutorGroup估计中国成年人的各学科训练市场将会按年增长25%,而中国的私立教育由于启动迟缓(中国快速发展不到20年),仍然存在诸多问题,如服务理念背后,缺乏行业标准和规范,缺乏专业人才,资本优势不明显,品牌知名度弱,缺乏个性化服务,对私立民办教育培训机构的教师绩效评价指标不能对教师绩效进行全面的、合理的评价;存在着过于强调财务效率,不关心甚至忽视机构从业人员的专业水平发展指标;重视教学成果、分数结果的输出性评价,轻视教学质量和学生知识接受掌握方面凡人输入性评价;只考虑学生(客户)的学习成绩或分数,忽略行业道德因素等综合评价标准。为了寻求客户满意度和教师服务绩效之间的关系,帮助私立民办教育探索行之有效的服务质量水平,以加强私立民办教育机构的管理水平和战略。基于感知服务质量水平和客户满意度的理论,本文旨在通过探讨兰州新思维教育研究中心在服务过程中如何解决因缺乏有效的沟通,宣传和实践不一致,缺乏生活护理服务,高质量的教师,费用和安全性差等因素造成的问题,着手提高了私立民办教育机构在广阔教育培训市场的核心竞争力,即最终通过以自身硬件和软件实力为基础为客户提供可被感受到的服务的价值和使用价值来满足客户的期望。从而实现提高该机构服务质量,提高客户满意度进行深入讨论。
[Abstract]:Since the beginning of 1990s, with the arrival of knowledge economy and the rapid development of China's education and training market, the scale of private and private education and training market has been continuously expanding and maintaining a relatively fast growth rate. How to improve the quality of service and improve the core competitiveness of private educational institutions in the education and training market has become an important issue in the private education industry. Overseas, all kinds of training education from adult vocational ability to a wide range of youth education and training. At home, Tutor Group estimates that China's adult training market will grow by 25 per year, while private education in China is still experiencing many problems due to its slow start-up (China's rapid development is less than 20 years), such as behind the concept of service. Lack of industry standards and norms, lack of professional personnel, capital advantages are not obvious, brand awareness is weak, lack of personalized services, private education and training institutions of teacher performance evaluation indicators can not be comprehensive. Reasonable evaluation; there is too much emphasis on financial efficiency, do not care about or even ignore the professional level of the institutional staff development indicators; pay attention to teaching results, scores of the output evaluation, It despises the quality of teaching and the imputed evaluation of students' knowledge acceptance, and only considers the students' academic achievement or score, neglects the professional moral factors and other comprehensive evaluation criteria. In order to seek the relationship between customer satisfaction and teacher service performance, help private education to explore the effective service quality level, in order to strengthen the management level and strategy of private education institutions. Based on the theory of perceived service quality and customer satisfaction, this paper aims to explore how Lanzhou New thinking Education and Research Center can solve the problem of lack of effective communication, inconsistent propaganda and practice, and lack of life and nursing services in the process of service. Problems caused by high quality teachers, low cost and poor security have started to improve the core competitiveness of private and private educational institutions in the broad market for education and training. That is, to meet the expectations of customers by providing customers with the value and use value of services that can be felt on the basis of their own hardware and software strength. In order to improve the service quality of the organization, improve customer satisfaction in-depth discussion.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：G523;F274

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