互联网学习产品学习者感知质量因素研究

学习者感知质量是互联网学习产品质量设计的重要依据,准确地获取学习者感知质量并确定关键质量因素对提高产品设计的精准性有重要意义。本研究综合运用顾客感知质量与服务接触相关理论和方法,首先通过对互联网学习服务交互过程的分析,从界面、资源、功能、性能和交互五方面确定了学习者感知过程质量因素(27项)和结果质量因素(4项);然后通过对不满意服务接触事件的分析,确定了影响学习者满意的关键感知质量因素(6项),包括易用性、效率性和有效性等;最后通过归属分类指出,学习者感知过程质量因素是产品满意的基本保证,结果质量因素,特别是以提高效率为目标的关键质量因素的改进,是产品满意度提高的突破口,企业在产品质量设计时应给予充分重视。     

Clients' Satisfaction with Monopolistic Services and Commitment to the Organization: A University Context

This study investigates the relationship between monopolistic service providers and customer satisfaction and commitment. The authors investigated how the ethical perceptions of service consumers, their perceptions of service quality, and satisfaction effect commitment to the long-term relationship with monopolistic service providers. Results indicate significant relationships between the constructs, supporting previous study findings and logical thought. Results, managerial implications and research implications are included.     

The motivations,attitudes, perceptions and skills of customer service staff working in Australian university student administration

In 2012, government changes to higher education shifted Australia to a demand driven funding model. The consequential increase in student numbers, along with greater focus on retention and student satisfaction, resulted in rising customer expectations. There are now strategic imperatives to change administrative cultures to focus on delivering service excellence. This study analyses customer service behaviours of student administration staff at one Australian university. Using a conceptual framework of motivations, attitudes, perceptions and skills towards customer service, this small-scale study suggests that staff are intrinsically motivated and have largely positive attitudes towards their student customers. A gap was identified between individuals’ perceptions of their customer service delivery compared with that of colleagues, while staff learn informally from their supervisors and colleagues. Finally, this paper explores how universities might develop and embed a workforce that is student-centric, delivering outstanding customer service, while at the same time upholding governance and compliance requirements.     

高等教育顾客感知服务价值的实证研究

高等教育顾客感知服务价值是指高等教育顾客基于高等教育服务质量和其全部付出,而对于高等教育总体效用的一个综合性评价,它包括四个维度:经济性价值、形象性价值、认知性价值、功能性价值。高等教育顾客感知服务价值对顾客满意感有直接的影响,并通过顾客满意感间接影响顾客行为意向。     

基于学生满意度调查的高职教育质量评价

借鉴企业管理中利益相关者、顾客满意度以及产品质量就是产品适用性等理念,研究如何将学生对于高职教育的满意度作为高职教育质量评价的关键要素,引导高职教育工作者转变传统教育教学观念、创新教学方法和手段、完善教育管理与服务体系。通过开展面向学生的满意度问卷调查,发现高职教育在人才培养、专业建设、管理服务等方面存在的问题并提出发展建议,以推动高职教育优化资源配置、提升发展水平、增强服务实效,从而实现高质量发展。     

论市场化解道德风险的制度内涵

道德风险是指在信息不对称的情形下，市场交易一方参与人不能观察另一方的行动或当观察（监督）的成本太高时，一方行为的变化导致另一方的利益受到损害，通过有效的激励机制可以使由信息不对称产生的道德风险得以控制，当然这是以委托人支付一定激励成本为代价的。市场制度已经发展出一些化解道德风险的机制，如信任机制、部分保险或扣押机制、筛选和信号发送机制以及长期合同机制。     

模糊层次综合评价在金融机具顾客满意度分析中的应用

为对某金融机具企业顾客满意度做出量化分析,提出了产品顾客满意度的模糊层次综合评价方法,从产品的功能、品质、服务和价格4个方面构建了评价指标体系,用层次分析法（AHP）求各影响因素的指标权重,建立了一个用于产品顾客满意度评价的二级模糊层次综合评价的数学模型,模糊层次综合评价结果综合考虑了各种因素的影响,并进行了去模糊化处理,最后得出了该企业的顾客满意度分值．     

Conscientious Consumerism Project in an Undergraduate Quality Management Class

This article describes a “conscientious consumerism” project that involves the student as the consumer to either commend or complain to a company about a recent product or service experience. This activity and presentation helps students develop an understanding of the commendation/complaint management process within organizations while adding realism with the student as the customer. Students initiate communication with an organization and maintain a timeline of all contacts, calls, e‐mails, letters, and visits to the company as they work to resolve or report their issue. The project begins early in the semester and concludes with a final registered, certified letter to the company CEO where students summarize the class project and praise processes or recommend any needed changes. When the project is presented, students learn how organizations manage and process customer feedback and complaints. Students have insightful comparisons of the implementation and execution of such processes within organizations. The project contributes to student learning and understanding of numerous key objectives of quality management including: how quality is managed in organizations, the strategic focus customer feedback can play in organizations, process management, voice of the customer, and benchmarking best compliment/complaint management practices.     

Some Thoughts on Proposing a Customer Satisfaction Strategy in Education

Reforms in today's education models require changing the concept of quality from "quality conformity"to "applicability,service mode" within the schools.The main components of education product are instruction,curriculum,and service.This paper uses schools as a case study to discuss issues of customer need and expectation,student satisfaction evaluation,and the ramifications of a customer satisfaction strategy in the education industry.     

基于顾客满意度测评的服务企业优劣势分析

从测定顾客满意出发，利用模糊关系方程，建立了一种测定影响服务企业顾客满意度因素重要性的模型，通过此模型服务企业可以了解顾客对服务产品特性的看法，结合对各项指标的满意度找到本企业的优势和劣势。     

银行品牌与聚众效应——基于消费者态度视角的行为经济学研究

从消费者行为分析的视角出发,以我国商业银行品牌为研究对象,根据品牌聚众效应及其心理影响机制的模型假设所进行的实证检验及研究结果表明:(1)银行品牌消费选择影响因素体系由形象设计、分支网络、产品效用、服务质量以及促销手段等5个方面构成;(2)金融消费者对于银行品牌消费选择影响因素的认知评价序列与其消费选择序列高度一致,商业银行对其品牌认知要素的主观传播预期与消费者的现实消费选择结果相当吻合;(3)三类代表性商业银行品牌在银行品牌消费选择影响因素维度上存在差异性.这一研究验证了品牌聚众效应及其心理影响机制的客观存在,揭示出消费态度与品牌传播之间的内在联系与作用规律,因而具有启示意义.     

酒店业顾客界面期望与界面感知的比较研究

传统的服务质量测量方法忽视服务要素问内部交互对主客外部交互的质量影响,这不利于分析和满足顾客对服务产品的整体性要求。研究从界面期望和界面感知两个角度,并从沟通度、协调度、融合度、协作度等四个结构方向对服务界面的整体性进行测量和分析。这种方法有利于对顾客的体验需求和服务产品的整体质量提供新的分析视角。     

高等教育服务质量均值结构模型构建及实证研究

均值结构模型分析发现,高等学校教学工作水平评估前后高等教育服务质量、服务价值、满意感及行为意向的因子均值均存在显著差异,即从学生感知的视角来看,高等学校教学工作水平评估有助于高等教育服务质量的改进。高等教育质量管理部门应树立高等教育服务质量观,将高等教育服务质量、服务价值、满意感和行为意向等变量纳入高等教育质量评估指标,构建学生参与高等教育质量评估的机制,以进一步完善高等学校教学工作水平评估体系。     

论服务质量管理工作的事前控制

服务作为一种产品,其最大特点是它的生产和交付同时发生,故服务性组织须在服务活动开始之前进行充分策划,强化服务质量的事前控制。对服务质量的事前控制应主要从服务性组织的人员管理、服务标准制定、服务流程设计以及顾客预期服务质量调控四个方面入手,才能保证顾客的满意及服务质量的持续改进。     

大学生客户对移动通信满意度的影响因素研究

在国内对于移动通信行业客户关系研究的基础上,以在校大学生为研究对象,借助调查问卷收集数据,通过主成分因子分析,构建了顾客满意度影响因素模型,运用多元回归分析对模型中的假设关系进行验证。研究发现,价格水平、产品质量、服务质量和企业形象是移动通信顾客满意度的重要驱动因素,最后从四个方面提出改进顾客满意度的建议。     

SERVMO: A Measure for Service-Driven Market Orientation in Higher Education

With the intensified pace of globalization and increasing customer expectations, the higher education sector, like other economy sectors, faces increasing competition in terms of serving customers better. Service has been recognized as an effective tool for a competitive advantage. Thus, there is always a need for a more effective way of improving service, specifically in higher education. For this, a strategic and service-oriented marketing construct that is empirically operationalized and tested is deemed necessary. However, this measure of customer-perceived market orientation for service has yet to be developed for academic and practical purposes.

This paper presents the scale development for a service-driven market orientation (SERVMO) in higher education using data from Malaysian institutions of higher learning. The perceptions of senior students were analyzed and the results show that the proposed multi-dimensional construct consists of six components, namely customer orientation, competitor orientation, inter-functional orientation, performance orientation, long-term orientation, and employee orientation. This construct is closely correlated with service quality, customer satisfaction and customer loyalty. Some key implications and future research are also discussed.     

中国游客欧洲旅游满意度影响因素的个性化研究

中国人民生活水平日益提高,剩余收入的增加刺激着中国境外旅游的发展。欧洲旅游市场是对中国大陆游客具有强烈吸引力的旅游目的地。景点和活动、购物、当地环境、导游服务、饮食、住宿、中文交流能力、当地机场环境和交通这8大因素中,景点和活动是最主要的影响因素。购物、当地环境、导游服务也是赢得游客满意度和忠诚度的至关重要因素,其余四项被称为次要影响因素。为提高游客满意度和忠诚度,应避免不切实际的宣传,建立良好旅游目的地形象;制定合理旅游价格;提供完善产品;增强导游服务忠诚和提高服务质量;依靠情感营销提高游客忠诚度。     

新形势下我国汽车服务业顾客忠诚战略研究

以4S店为例,分析金融海啸新形势汽车服务业面临的挑战,提出实施顾客忠诚战略有利于形成竞争壁垒,构建赢利优势,并针对汽车服务业顾客忠诚的关键因素,提出汽车服务业培养顾客忠诚的若干实施策略,对于我国汽车服务业制定新形势下的经营策略具有较强的借鉴意义。     

Internal quality assurance: A new culture or added bureaucracy?

This paper analyses teaching and non-teaching staff perceptions on the implementation of internal quality assurance (QA) practices at their higher education institutions. The aim is to understand how far different perspectives on quality – as culture, as compliance or as consistency – are reflected in the views of these two groups on such practices. Data from a survey sent to all Portuguese institutions show that, to some extent, the perspectives of quality as culture and quality as compliance seem to permeate both groups’ views. This is evident in regard to the factors identified as supporting the development of internal QA, the main features underlying the implementation of such practices and their main effects. As the study allows for a better understanding on how these practices are perceived by teaching and non-teaching staff, it can contribute to promoting the critical reflection of institutions about QA and the way it can be both more effective and aligned with academia’s needs and expectations, contributing to influencing institutional practices.     

Online learning: Are subjective perceptions of instructional context related to academic success?

This study explored the extent to which students' thoughts, feelings, and actions are associated with the nature of an online course and how that course relates to them personally. Following completion of an online course in aviation physiology, service academy undergraduates (N = 481) completed a survey that assessed several motivational, emotional, and behavioral outcomes. Consistent with expectations, results from a logistic regression analysis revealed that students who said they were planning to become aviators upon graduation were more likely to report greater perceptions of task value and greater use of metacognitive control strategies than their non-aviator counterparts. On the other hand, after controlling for the other variables in the model, aviators were actually less likely to report being satisfied with the online course, an unexpected finding. Taken together, these results partially substantiate the social cognitive notion that subjective perceptions of the learning environment ultimately shape students' motivational and behavioral engagement in that environment. Implications for the theory and research of online learning are discussed.