【摘要】：在高校招生考試制度改革的背景下,高校提供的招生考試服務(wù)的科學(xué)、合理程度對(duì)考生報(bào)考高校、高校選擇考生以及高校與考生之間構(gòu)建互動(dòng)橋梁產(chǎn)生很大影響。高校的教學(xué)資源與入學(xué)機(jī)會(huì)是有限的,不能覆蓋到每個(gè)考生,而高校招考服務(wù)是高校教學(xué)資源與入學(xué)機(jī)會(huì)的配置性服務(wù),具備公共服務(wù)屬性。考生是招考服務(wù)最大的受眾,高校招考服務(wù)的提供應(yīng)當(dāng)始于考生的需要,以考生滿意為主要目的,通過完善考生評(píng)價(jià)較低的部分,維持考生認(rèn)為滿意的部分,形成不斷進(jìn)步的循環(huán)與創(chuàng)新體系。研究通過對(duì)ACSI (American Customer Satisfaction Index)的可行性與必要性進(jìn)行分析,將ACSI引入了高校招生考試服務(wù)考生滿意度測(cè)評(píng)領(lǐng)域,并根據(jù)高校招生考試服務(wù)考生滿意度的影響因素設(shè)計(jì)了基于ACSI的高校招生考試服務(wù)考生滿意度測(cè)評(píng)指標(biāo)體系。滿意度測(cè)評(píng)指標(biāo)體系包括了三個(gè)層級(jí),每個(gè)層級(jí)都由上一個(gè)層級(jí)展開。第一層級(jí)包括考生期望、考生感知質(zhì)量、考生感知價(jià)值、考生滿意度、考生抱怨、考生忠誠(chéng)六個(gè)方面�？忌谕藢�(duì)高校招生考試服務(wù)多方面的預(yù)期與考生的個(gè)性期望�？忌鷮�(duì)高校招生考試服務(wù)多方面的預(yù)期即考生通過生活、學(xué)習(xí)以及其它方式渠道對(duì)招考服務(wù)產(chǎn)生的總體預(yù)期。考生的個(gè)性期望則是考生依據(jù)自身?xiàng)l件對(duì)報(bào)考高校產(chǎn)生的預(yù)期。考生感知質(zhì)量、考生感知價(jià)值是考生對(duì)服務(wù)的直接感受,包括對(duì)高校招生信息公開、高校招生錄取工作、監(jiān)督工作等方面的感受�？忌г�、考生忠誠(chéng)則是考生接受服務(wù)后的結(jié)果,即高校招生考試服務(wù)低于考生的預(yù)期,考生會(huì)產(chǎn)生不滿意的情緒,反之,當(dāng)服務(wù)高于預(yù)期則會(huì)產(chǎn)生滿意的情緒。在一級(jí)指標(biāo)的基礎(chǔ)上不斷展開基礎(chǔ)上,設(shè)計(jì)了十四個(gè)二級(jí)指標(biāo)與三十五個(gè)三級(jí)指標(biāo),涵蓋了高校招生考試服務(wù)考生滿意度的主要影響因素。然后通過對(duì)湘潭大學(xué)2014與2015年考生滿意度進(jìn)行測(cè)評(píng),提出了優(yōu)化湘潭大學(xué)高校招考服務(wù)考生滿意度的對(duì)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.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：G647

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