Research On The College Student Satisfaction

The college student satisfaction refers to a mental reaction of pleasant , joyful or disoppinted which appears in the process when the undergraduates(as custmors of accepting higher education) make a comparision between what they gain and what they expect during the process of receiving higher education. America and the U.K. accord great importance to the research on testing and evaluating the undergraduates' degree of satisfaction, but similar reasearch hasn't been done until the very recent years in China. As things be, no one has already built up a scientific system on it. This paper is trying establish a Undergraduates' Satisfaction Testing and Evaluating System which is suitable to the characteristics of china on the base of the successful experience in western countries and domestic practice in this issue.This paper makes depth analysis of the domestic and foreign university students satisfaction system and establish the CCSSI (Chinese College Students Satisfaction Index), using ACSI and Chinese experts' research achivements for reference. This model contains seven Latent Variables: school image, the expected quality of students, students' perceived quality, perceived value of students, student satisfaction, students' complaints and the students' loyalty. The first four variables are the dependent variables of the students satisfaction, and the last two are the outcome variables of the students satisfaction. Compared to the ACSI, this model add a potential exogenous variable---school image, for the school image has a direct influence on the students satisfaction. Compared to some models established by domestic experts, this one reservers the variable ---Customer (students) Complaints in the ACSI. In the universities of China, complaint channels are often lack when students are not so satisfied with some of the services. And the school also doesn't pay much attention about these complaints, so it is necessary toreserve this variable at present.A Measuring Index System is established according to the satisfaction index, which contains 9 secondary indicators, 28 tertiary indicators and 58 grade-4 indicators which constitute the questions on the questionnaire. When design the indexes, I sought to consider from the points of view of the student consumers, to reflect the individual needs and cares of students, reflect the students' new requirements to the services of higher education. Another feature of this index system is that it uses the ACSI Methodology for reference, test the scores both on the two dimensions---the importance and the satisfaction. And then calculate the differences between them. With a comprehensive and comparative analysis of the scores between the two dimensions, it can point out for the administrators which are the key fields the school need to solve urgently and which are the strengths, which are not important but occupy more resources. It will be more significance than just to evaluate the students satisfaction. In order to test the applicability and the scientific of this measuring scale, I made a test-evaluation on 200 undergraduates who were chosen from four different professionals in Shen Zhen University, using SPSS15.0 to analyze the collected data, to test the reliability and degree of association of this measuring scale, and then correct the index system according to the results of the analysis to establish the final Testing and Evaluating Index System.