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The Teaching Service Quality Impact On Student Satisfaction Research

Posted on:2013-05-29Degree:MasterType:Thesis
Country:ChinaCandidate:H ZhangFull Text:PDF
GTID:2247330371973076Subject:Business management
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With the acceleration of the higher education popularity, the quality of university’s teaching service has attracted widespread attention from all sectors of society, and the quality of teaching service has a certain impact on student satisfaction. This study analyzes the customer satisfaction theory and service quality theory, and then applies these theories to the field of university teaching service. This study bases on comprehensive analysis of the previous researches and puts forward the research model and hypotheses, carries on the questionnaire survey, and then uses descriptive analysis, reliability analysis, factor analysis and regression analysis to analyze the data in-depth and tests the hypotheses. The main conclusions are as follows:(1) teaching management services, the services of teachers, teaching facilities and teaching and support services have significant impact on student satisfaction, and the order of the influence is teaching facilities, the services of teachers, teaching and support services, teaching management services; (2) student satisfaction has a significant impaction on student loyalty; (3) the scale that used in this study has good reliability and validity, and it can be used to evaluate the quality of teaching service in college; (4) student satisfaction and student loyalty are not optimistic. According to research conclusions, this study puts forward the improvement suggestion as follows:universities should pay more attention to regularly carrying out the assessment of student satisfaction; universities should change management concepts, and establish the concept of customer satisfaction; universities should strengthen the practice of teaching to enhance students’actual ability; universities should establish a rapid and timely remedial channels in order to prevent a negative effect.
Keywords/Search Tags:Quality of Teaching service, Student Satisfaction, Student Loyalty
PDF Full Text Request
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