作　　者： (蔡翔）;

机构地区： 浙江经贸职业技术学院,浙江杭州310018

出　　处： 《新疆职业教育研究》 2017年第2期27-31,共5页

摘　　要： 顾客满意度研究(CSR)是指基于顾客满意度的理论研究方法。在教育行业中,顾客满意理论是将学生作为顾客,对他们的各方面满意度进行调查研究。高等职业教育的教学品质在我国已经逐渐凸显出来,引起了社会的广泛关注,对高职院校学生满意度的调查与追踪,不仅能让高职院校教学品质不断提升,达到提高教学水平的目的。同时,在高职院校的英语教学和科研中,专门用途英语(ESP)的教学质量在跨境电商专业中尤为突出。本文将CSR顾客满意理论作为研究的理论基础,对浙江省十所高职院校跨境电商专业ESP英语教学品质学生满意度调查情况进行统计分析,总结出影响教学品质学生满意度的关键因素,从中发现其ESP英语课程设置、ESP英语理论教学、ESP英语实践教学、ESP英语师资队伍等四个方面教学品质的具体问题,根据理论和实证分析,提出各校跨境电商专业ESP英语教学品质学生满意度的提升策略。 Customer satisfaction research(CSR) refers to the theoretical research method based on customer satisfaction degree. In educational industry, CSR is the research which regards students as customers to conduct investigation on their satisfaction degree. The paper apples CSR as its research theory and takes the students of Cross-border E-commerce Specialty from ten vocational colleges in Zhejiang province as the research object to investigate their satisfaction degrees about ESP English teaching quality, tending to find the key elements of influencing teaching quality and decreasing students' satisfaction so as to probe into the problems of ESP English curriculum provision, ESP English theoretical teaching, ESP English practical teaching and ESP English teaching staff. On the basis of empirical analysis, the author proposes the strategy of improving ESP teaching quality and students' satisfaction degree of Cross-border E-commerce Specialty in in vocational colleges.

关 键 词： 顾客满意度研究 高职院校 学生满意 专门用途英语 教学品质