On The Evaluation Index System Of Examinees' Satisfaction Of University Enrollment Service Based On ACSI

Under the background of college entrance examination system reform, the university entrance exam service provided by the scientific and reasonable level has a great impact on the student's enter and the quality education in colleges. The resources of colleges and admission opportunity is limited to every student. the college enrollment services is public service for college's resources and admission.The student is one of the largest audience for college enrollment services.The service provided shall be started in needs of students to students satisfaction,through abandon the lower part, forming the cycle of progress and innovation system.The feasibility and necessity is analyze for ACSI (American Customer Satisfaction Index). Based on introduce ACSI to university entrance exam candidates satisfaction assessment service field,design ACSI service Satisfaction evaluation index system based on factors with student's satisfaction of college entrance exam.Satisfaction evaluation index system includes three levels, each level is composed of a hierarchy. The first level includes the student expectation, perceived quality,students perceived value,satisfaction,students complain,the student trust in six aspects. Candidates expected to include the student's lots normal expectations and the student's personality expectations. The normal expectations are overall expectations produced by student way through life, leaming,and other channels.Personality expectations are according to their own conditions to enter oneself for an examination in colleges and universities.Students perception of service quality,and perceived value is the student's directly feel, including the university recruitment of students information, college admissions work, supervision and so on. The student's complaints and trust is the students accept the results of the after service, when service below student's expectations will produce dissatisfied mood,when the service above is expected to produce satisfactory mood. The student satisfaction is the student to the service of the overall evaluation result. Designed the 14 secondary indicators and 35 tertiary index by level 1 indicators evolving and cover the main influencing factors of the university entrance exam candidates.Then has a evaluation of student's satisfaction in xiangtan university in 2014 and 2015 .The last has put many suggestions to xiangtan university's enrollment service.