本文關(guān)鍵詞： 高校 后勤 師生滿意 影響因素 模型　出處：《天津大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：我國高校后勤改革自1999年正式開始,發(fā)展速度驚人,高校后勤服務(wù)質(zhì)量參差不齊,缺少客觀科學(xué)的統(tǒng)一評價,社會上還未形成以高校師生為評價主體,并能反映高校后勤特點的評價體系。高校后勤服務(wù)與每一位師生息息相關(guān),服務(wù)質(zhì)量的高低直接關(guān)系到師生的切身利益,開展后勤服務(wù)滿意度調(diào)查可以幫助學(xué)校后勤管理部門掌握信息,執(zhí)行好對后勤服務(wù)企業(yè)的監(jiān)督管理職能。提升后勤服務(wù)質(zhì)量,使師生的利益得到充分的保障。本文就當(dāng)前高校后勤管理中較為關(guān)注的師生滿意問題,討論和分析目前在理論研究和實踐中開展的師生滿意度測量技術(shù)和數(shù)據(jù)分析方法,歸納總結(jié)出師生滿意的主要影響因素和確立課題研究的內(nèi)容和重點。 在現(xiàn)有理論綜述的基礎(chǔ)上,基于部分高校師生滿意度測評數(shù)據(jù),圍繞課題重點進(jìn)行實證研究。以更為客觀有效地反映出當(dāng)前師生滿意的主要因素的構(gòu)成和師生滿意主要影響因素的統(tǒng)計分析的實現(xiàn)方法,有利于對師生滿意的理論研究和管理實踐具有一定的借鑒和參考價值。 論文在研究過程中,充分借鑒了國內(nèi)外顧客滿意度測量技術(shù),通過調(diào)研確立了較為全面的高校后勤師生滿意度測量指標(biāo)體系,并在采集了具有一定代表性數(shù)據(jù)樣本的基礎(chǔ)上,運用方差分析和多元分析等統(tǒng)計分析方法,從師生需求角度進(jìn)行了師生滿意主要影響因素的統(tǒng)計分析、假設(shè)推論和實現(xiàn)方法。主要分為三個步驟: 1、從師生需求的角度,提出高校后勤師生滿意度理論模型。 2、高校后勤服務(wù)指標(biāo)體系的建立。 3、高校后勤服務(wù)指標(biāo)體系的驗證。 本文最終形成了對師生滿意主要影響因素的分析思路和方法,并通過對實證數(shù)據(jù)的分析和研究,反映出中國高校后勤師生滿意主要影響因素的一系列有效的統(tǒng)計推論,為今后開展師生滿意度測量實踐、深入挖掘師生滿意度數(shù)據(jù)信息和企業(yè)管理實踐,提供可借鑒和參考的工具和方法。
[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.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：G647

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本文編號：1521062