Xx Vocational Training In The Customer Satisfaction Analysis

After chinese educational system was reformed, the vocational training, as one of the oldest consulting service field, also entered an accelerated period of development and perfected itself gradually. Especially after China has joined into WTO, more and more Chinese enterprises and individuals pay much attention to vocational training, and the vocational training becomes the new hotspot of consumption, among which 60% is ordered by the enterprises.The training center of XX vocational college, where I am working in is one of the higher vocational colleges in China. But as the standardization of training field, the increase of competition in this field, and the more reasonable choice of enterprises, the real competition among the different vocational colleges is the competition of service quality instead of the products themselves.The key to win for competition lies on the service consciousness to customers, which is directed by the customers'satisfaction and must be stronger than the competors'.On the basis that I know about the development and changes of XX college very well, I connect the role, expectation, behavior, and sense of customers with the strategy, operation, and human resource management of the company together and using the modern marketing theory, for example, model of custumers satisfactory, model of service quality gap etc in order to find out all kinds infuences for the service by the deeply analyzing the training process and the service difference in every steps. The service quality is the core topic. The training center decrease the gaps between the customers'expectation and actually real sense by standardizing the service, optimizing the service work flow and improving the quality of the employees.Than according to the reality the traning center can make out the strategy directed by the customers' demonds finally the service quality in the vocational training can be improved and the customers'satisfactoury can be increased. This thesis provides not only an excellent and new analyzing method to improve the training quality and to resolve the service marketing problem, but also the basic frame for the service in the vocational training.Though the scale of service marketing is very wide, few researches regarding to the vocational training appear in the academic circles by using the model of service quality gaps. My thesis is only a research for exploration. I am trying to discuss the related problems in the management of service quality in the field of vocational training, and trying to explore the efficient resolving way by using the method of individual and model application research, to improve the service quality and satisfactory degree of customers.I believe the views and resolving methods in my thesis can be helpful and contributed to The training center of XX vocational college to make its service marketing and enterprise development strategy to satisfy the customers, and furthermore, to the whole field of vocational training, and even the higher education of China to be developed healthily.