济南市教育培训机构客户满意度调查与提升策略研究.pdf

Abstract In recent years, Chinas education industry has continued to develop, and education has become more and more important. The quality of citizens is generally higher. In order to continuously improve their ability and obtain the stable work they desire, most people select education and training institutions. Therefore, various types of education and training institutions are constantly rising, with broad prospects for development, high market profits, and extraordinary popularity. However, with the increasingly standardized market order, the competition in the training market is fierce, and the quality of training institutions is uneven. If you want to be invincible in training institutions, the key is to improve customer satisfaction. This article is mainly based on the actual situation of Jinans education and training institutions, taking public training institutions as an example, using customer satisfaction related theories to study the influencing factors of satisfaction, and using Jinans education and training institutions as an example to investigate and the statistics draw conclusions. Through the use of SPSS data analysis tools to perform the satisfaction analysis, the customer satisfaction index model is obtained, and the influencing factors of customer satisfaction of education and training institutions in Jinan are summarized. Based on the survey results, improvement strategies are proposed. So as to provide theoretical basis and practical guiding significance for the development of education and training institutions. Key words : education and training institutions; customer satisfaction; influencing factors of satisfaction; satisfaction analysis II 第 1 章 绪论 1.1 研究背景 近年来，我国综合国力不断增强，人们对生活质量的追求也越来越高，随之带来的 会竞争压力愈发激烈，人们意识到只有提升自我知识水平才能不被时代所落伍，于是更多 的人选择参加培训机构去充实自己。这就使得教育培训机构