The Research On University Talent Training Customer Satisfaction

Since the 1990s, customer satisfaction as a theory being established in western countries, the research of it and the method of measuring it has been carried on. Under the influence of the research abroad, our country theorists and business community also started this research, and there have been many industrial enterprises and service organization applying the findings in practice. At present, the research and utilization of customer satisfaction in higher education is less to be found, they are still in the initial stage.As China entering the WTO and higher education changing to the popularization phase, a large number of foreign educational institutions flood into our country and the main body running colleges and universities becomes diverse, which make the students competition among our colleges and universities increasingly acute. Under such a situation, how to obtain the students'satisfaction is the key to win in the competition. At the same time, employers'satisfaction affects the next choice of college graduates and the quality of teachers affects the students'quality, and the two factors are very important to students when they choose a college. Therefore, the research of customer satisfaction in higher education is very necessary. Basing on the above analysis, the paper chosed the quality of university talent training as the research object, with the example of Hebei Province undergraduate colleges and universities, to study it on customer satisfaction.Firstly, the paper introduced the customer satisfaction theory, including the development process of it, the definition of"product","customer"and"customer satisfaction", the characteristics and constitution of customer satisfaction, and the method of measuring it. After that, the paper elaborated the necessity and feasibility of university talent training utilizing the theory, analyzed the meaning of the university talent training customer satisfaction, the content of the customer and product of it, and detailed the related theory models. These were the theoretical foundation of the study.Then, used questionnaire survey and AHP to investigate the customer satisfaction of Hebei Province undergraduate colleges and universities talent training and process the data. The paper examined the customer satisfaction from three aspects: employers'satisfaction to the graduates, the graduates'perception of the talent training quality, and the difference between graduates'self-evaluation and the employers'evaluation to them, as well as the importance of each quality between graduates and employers. Basing on these, the paper got the conclusion and summarized some problems in talent training of Hebei undergraduate colleges and universities.Finally, according to the survey results, the paper gave several propositions to improve the customer satisfaction of Hebei Province undergraduate colleges and universities talent training, including the macroscopic and the microscopic.