中国高等教育顾客满意度指数模型的构建

办人民满意的教育是我国高等教育的宗旨,对高等教育质量进行评估是受教育者的权利.根据我国高等学校的具体情况,在借鉴美国顾客满意度指数模型(ACSI)的基础上,尝试建立了由高校形象、顾客期望、感知质量、顾客满意、顾客忠诚和顾客信任等结构变量构成的中国高等教育顾客满意度指数模型(CHE-CSI).依据顾客满意度测量理论,设计了包括自我发展、专业课程设置、教师队伍、教学质量、图书馆、文娱活动和校园服务等质量因子和通行的满意度测量因子的指标体系,并编制了相应的问卷.总量表信度达到0.8999.因子分析表明,学生对高校教育质量的感知主要包括教学质量和校园服务两个方面.利用结构方程分析软件LISREL8.7对沈阳市六所高校的596名学生样本数据进行了模型验证分析.各项拟合系数均表明数据与模型拟合良好,其中RMSEA达到0.064.     

顾客满意度研究综述

顾客满意成为当前国际、国内竞争的一个焦点。顾客满意度的测评是当前企业界和学术界一个非常重视的课题。研究顾客满意度模型的发展历程，分析其优缺点，为构建我国顾客满意度指数体系提供理论依据。     

大型商场顾客满意度评价研究

我国大型商场能否生存与发展在很大程度上取决于顾客对其产品和服务的满意程度,因此对大型商场顾客满意度进行评价具有重要的意义。本文分析大型商场顾客满意度的影响因素,构建顾客满意度的指标体系,并给出量化方法,从而为大型商场的顾客满意度评价提供理论指导。     

基于集对分析的电力企业顾客满意度评价研究

随着电力市场的建立和电力行业的发展，电力买方市场必将实现，要进一步刺激用电量，需要建立以客户为中心的电力营销体制，加强电力市场的需求侧管理。以科学的模式和方法测评电力企业客户满意度，对电力企业发展有着十分重要的意义。针对电力企业顾客满意度综合评价的特征，在简要阐述电力企业顾客满意度评价基本概念和理论的基础上，本文应用集对分析模型，对电力企业顾客满意度进行了评价，并对提高电力企业顾客满意度水平提出了建议。     

顾客参与对服务性企业顾客满意影响的研究

自20世纪70年代以来,顾客满意的重要性就得到了学术界和实业界的普遍重视。在竞争日益激烈的今天,服务企业要想与顾客建立更加稳定长久的关系,就必须以顾客需求为中心,提高其满意度。以沈阳"根发艺"美发名店作为调研对象进行分析论证,旨在为服务企业从顾客满意度方向提升管理质量提供一定的借鉴和帮助。     

顾客满意度在干部教育培训绩效评估中的运用

干部教育培训绩效评估对完善干部教育培训工作具有非常重要的作用，但目前国内对干部教育培训的评估仅限于定性评价，尚无相关的绩效评估。本文就运用顾客满意度对干部教育培训进行绩效评估．以促进干部教育培训的完善及其绩效的提高。     

ACSI用于评价政府部门顾客满意度——美国的实践及对中国的启示

美国是最早开始评价政府和公共部门“顾客”满意度（公众满意度）的国家。经过将近十年的理论研究和实践，ACSI模型在政府和公共部门中的运用已趋于成熟。学习和了解美国的实践将对中国衡量和提高公众满意度提供有益的指导。文章探讨了ACSI模型在美国政府评价中的实践，根据这种方法进行了一个政府顾客满意度测评的实例说明，并对ACSI评价方法在中国的运用进行了分析。     

政策评估的顾客导向模式及其应用

顾客导向模式是瑞典政策学家韦唐(EvertVedung)在总结其他学者理论研究基础上提出的政策评估基本模式之一,在西方政策评估领域得以推崇。本文介绍顾客导向模式的内涵、特点、应用方法和应用领域,并探讨此模式在我国政策评估领域的应用情况,以期开创我国政策评估工作的新思路。     

浅谈住宅产品顾客满意测评指标的设定

建立顾客满意度测评指标体系是顾客满意度测评的核心部分,在很大程度上决定了测评结果的有效性、可靠性。顾客满意度测评的本质是一个定量分析的过程,测评指标的设定、量化以及权重的分配是定量分析的前提。结合目前房地产行业现状,对住宅产品顾客满意测评指标的设定给出了一些建议和方法。     

基于双因素理论的员工满意度提高的策略研究

员工满意度已经成为现代企业管理的新话题,是企业运行和持续发展的基石,也是促进顾客满意度和忠诚度的主力军。可见,提高员工满意度势在必行。基于赫茨伯格的双因素理论,分析了影响员工满意度的主要因素,并在此基础上分析了提高员工满意度的两大策略：一是运用保健因素原理,使员工由不满意转向没有不满意;二是增强激励因素的作用,使员工由没有满意度转向高满意度。     

Consumer well‐being through engagement and innovation in higher education: A conceptual model and research propositions

With globalization and the marketization of higher education, the relationship between higher education institutions (HEIs) and students is becoming more complex. As the cost of higher education increases, the expectations of students have not only changed dramatically but, combined with heightened competition in the market, it is clear that the balance of power has moved towards the students. Operating across this new landscape, HEIs are facing a different set of opportunities and challenges. In order to survive, differentiation through service innovation is imperative to achieving success in attracting and retaining students. While this has been voiced by a number of authors, until now, there is a paucity of empirical research examining the impact of service innovation in higher education on individual customer outcomes. This paper explores the links between service innovation and well‐being and the mediating roles of perceived service quality and customer engagement within the higher education context. The research is timely as previous studies have not taken into consideration the mediating roles of customer engagement between service innovation and customer well‐being. Yet, unless customers are engaged and participating in the service innovation process, or satisfied with the service innovation, the innovation may not lead to the desired customer outcomes. HEIs cannot afford to ignore the expectations of their primary customers (students). Hence, this conceptual paper seeks to develop a conceptual model of how service innovation leads to student/consumer well‐being and the mechanism through which perceived service quality and customer engagements affects this process.     

城市居民住房满意度及其影响因素

让居民对其住房感到满意是建设和谐社会的一项重要内容。与一般商品的消费不同,居民对其住房满意与否不仅涉及到住房的品质和价格,还涉及到与此相关的外部环境,如小区环境、物业管理以及配套设施等因素。基于"适当性-重要性加权"模型,本研究从一个较为全面的视角探讨了城镇居民住房满意度水平的影响因素。研究发现:(1)住房的面积、住房的品质、小区环境以及物业管理等因素对居民住房满意度有着显著的影响。不过,这些因素的影响不及居民的家庭成员人数和对经济负担的主观感受等因素,更不及住房相关的公共配套设施对居民住房满意度的影响;(2)公共配套设施因素中的次类因素,如基础教育、医疗卫生以及生活服务设施等,对居民的住房满意度都有显著的影响。     

China＇s Higher Education System＂ A Case for Cautious Optimism

Although China＇s unemployment rate for university graduates is quite high and overall satisfaction among students is lower than desired, there are some universities experiencing atypical results. The authors build on previous surveys conducted in 2008 and 2010 by conducting the third survey of students in a university in eastern China. The results are atypical. Student satisfaction is much higher in certain categories than anticipated. Follow-up surveys of faculty members find that they prioritized teaching more than research and this accounts for the difference between the results observed here and those found previously. In short, the faculty at this university disregarded the incentive system and prioritized teaching above what the system was designed for. In turn, students experienced higher levels of satisfaction than the norm for Chinese universities. Faculty acknowledged that they were rewarded for research but prioritized teaching. While it is possible that some might disregard economic incentives for other priorities, it is highly unlikely a majority would. A more compelling explanation is the well-thought-out and highly developed two-fold incentive system this university uses, which can be exported to other Chinese universities seeking similar results.     

当前反腐倡廉教育的困境与破解之道

当前反腐倡廉教育的实际效果与党和人民的要求尚有较大的差距，反腐倡廉教育陷入了事倍功半的困境，这与教育过程的形式主义倾向、教育主体自身不过硬、教育内容与实际生活脱节有很大关系。破解之道在于继往开来，力求达到应然与实然的统一：一方面传承历史经验，依靠人民群众的有序参与，合理运用灌输式教育方法，适时开展整风运动；另一方面着眼未来开拓创新，充实、丰富反腐倡廉的教育内容，在教育过程中注重人文素养的培育，重视心理疏导的介入，加强公民意识的养成。只有这样，才能使廉洁从政的思想理念真正入脑、入心，并转化为实际行动。     

E‐government and public service quality in Ghana

This article contributes to the growing discourse on the potential of e‐government to transform the operations of public sector institutions, thereby improving public services. It does so by conceptualizing public service quality into efficiency, economy (cost reduction), customer satisfaction, and service accessibility and draws on qualitative data from the Ghanaian narrative for illustration. As previous studies have demonstrated, this study also affirms the potential of e‐government in improving public services delivery by increasing efficiency, reducing the cost of operations, expanding access to services, and achieving customer satisfaction. Yet, there remains a repertoire of challenges such as weak ICT infrastructure especially in towns and villages, incessant power outages and illiteracy, which are drawbacks to fully harnessing the benefits of e‐government in Ghana. The study recommends that these challenges should feature prominently in e‐government policies to increase the chances of solving them.     

Paradoxes of Public Sector Customer Service

The use of customer service ideas in government continues to be widespread, although the concept and its implications for public sector service production and delivery remain poorly developed. This paper presents a series of paradoxes related to customer service and its use in government. The central and most troubling paradox is that customer service techniques and tools applied to government may lead to increased political inequality even as some aspects of service are improved. The argument is structured by examination of the following: the predominant structural features of service management in theprivate sector, the assumption that customer satisfaction is a central objective of service firms, the understanding of customer service that informs current federal reform efforts, and the operational and political challenges of customer service as a public management objective.     

儒家廉政思想的现代转化与借鉴意义

儒家廉政思想内涵丰富,主要包括＂廉为政本＂、＂吏为廉先＂、＂廉政为民＂等主张,折射着儒家学者们以礼治国的感悟和政治智慧。当前反腐倡廉建设的思想和理论或多或少地会从儒家廉政思想中挖掘出些许思想渊源与理论基础。＂党风问题关系党的生死存亡＂思想、＂全心全意为人民服务＂的宗旨意识、建立＂惩治、预防与教育、监督并重的预防体系＂、＂以德治国＂思想、＂干部自律＂观念等分别是儒家＂廉为政本＂、＂廉政为民＂、＂道德教化＂、＂为政以德＂、＂修身正己＂等思想的现代转化,对当前反腐倡廉建设具有重要的借鉴意义。因此,弘扬儒家＂道德教化＂理念,加强道德教育,能够引导领导干部树立廉政理念;弘扬儒家＂修身正己＂思想,树立高尚品格,能够培养领导干部优良作风;弘扬儒家＂廉政为民＂思想,坚持以人为本,能够增强领导干部公仆意识。     

Expectations,performance, and citizen satisfaction with urban services

The expectancy disconfirmation model has dominated private‐sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined—not just by product or service performance—but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations—factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction—play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high‐quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management.     

Legislative strength and democratic satisfaction in presidential democracies

The gap between electoral winners and losers in democratic satisfaction has been well documented in the literature. Scholars further argue that in consensual systems, where the institutional design involves more power sharing, the winner-loser gap is smaller than in majoritarian systems. However, how the powers of legislatures, the primary national-level agency to impose restraints on the executive, affect the winner-loser gap has not been thoroughly studied. Utilizing data of 29 countries in the world over ten years, this paper verifies that in presidential democracies, when legislatures have more oversight power, the winner-loser gap in satisfaction tends to be reduced. The relationships are particularly evident when opposition parties have distinct policy platforms, as these oppositions are better able to utilize the legislative arena to voice their positions. Furthermore, the effect of legislative strength on losers’ consent is more pronounced among voters who are more interested in politics.