分类号 密级
UDC 编号
专业硕士研究生
学位论文
论文题目：H 舞蹈培训中心客户满意
度提升研究
英文题目：Research on the Customer satisfaction
management of H Dance Training Center
学 院泛亚商学院
专业学位类别工商管理
专业学位领域工商管理
研究生姓 名何关潮学 号 1920350104
导 师 姓 名何锦强 职 称教授
2022 年 6 月 5 日
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学位论文作者签名：
2022 年 6 月 5 日
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2022 年 6 月 5 日 2022 年 6 月 5 日
摘要
摘要
近年来，舞蹈培训行业作为教育培训中进入壁垒较低的一种行业，舞蹈培
训机构如雨后春笋般大批量涌现出，导致培训机构生源竞争十分激烈，家长与
学生群体对培训机构的要求也愈来愈苛刻，他们不再单纯地关注舞蹈培训机构
的收费高低，要求培训机构不仅要提高自身培训质量，而且要规范对学员的管
理和提供更完善的服务。当下舞蹈培训机构的知名企业，例如北京红舞鞋、美
育音乐舞蹈、朵拉舞蹈等，已经形成了独特完备的教学体系和管理模式，成为
少儿舞蹈培训的领军企业，但是这些企业也面临着难再扩张的瓶颈问题，客户
满意度已经成为了这些知名舞蹈培训机构管理者关注的重点问题。H 舞蹈培训
中心作为一家小型舞蹈培训机构，当前客户流失严重，并且不能准确找到客户
流失的深层次原因，因此，针对 H 舞蹈培训中心的客户满意度进行研究，对于
提升其生存力和市场竞争力来说十分重要。
客户满意度相关理论，采用问卷调查法、数理统计法等方法对 H 舞蹈培训
中心的客户满意度进行了问卷调查，利用 380 名客户的问卷调查数据进行模糊
综合评价法分析，发现 H 舞蹈培训中心的客户满意度总体是相对满意，各级指
标的得分存在差异化现象，进而对影响 H 舞蹈培训中心客户满意的主要服务项
目细化分析，对表现较差的指标进行原因分析，最后在此基础上进一步提出了
提升 H 舞蹈培训中心客户总体满意度的可行性对策和具体的改善措施。
关键词：舞蹈培训机构 顾客满意度 提升策略
I Abstract
Abstract
As art education training in recent years, the dance training industry with low
barriers to entry in an industry, the market reflect a large number of dance training
institutions, training institutions students competition is fierce, parents and students
will become more and more strict to the requirement of training institutions, they are
no longer simply focused on dance training institutions charge for high and low,
Training institutions are required not only to improve the quality of their own training,
but also to standardize the management of trainees and provide more perfect services.
Some famous dance training organizations on market, such as Beijing red shoes,
aesthetic education, DORA dance music dance, etc., has formed a unique complete
teaching system and the management pattern, become a leading enterprise in
children;s dance training, but faced with the difficult again expansion bottleneck
problem, customer satisfaction has become the famous dance training organizations
managers focus problem. H dance training Center, as a small dance training
institution, suffers from serious customer loss at present, and cannot accurately find
the deep reason for customer loss. Therefore, it is very important to study the
customer satisfaction of H dance Training Center to improve its viability and market.
In combination with relevant theories of customer satisfaction, this paper
investigated the operating status of H Dance Training Center and factors affecting
student satisfaction by means of literature, questionnaire, interview and mathematical
statistics, and analyzed the index scores of 380 customers; questionnaires by fuzzy
comprehensive evaluation method. It is found that the overall customer satisfaction of
H dance Training Center is relatively satisfied, but there are differences in the scores
of indicators at all levels. The main service items that affect customer satisfaction of
H Dance Training Center are analyzed in detail, and the causes of the indicators with
poor performance are analyzed. On this basis, it further puts forward feasible
countermeasures and concrete improvement measures to improve the overall
customer satisfaction of H dance training Center.
II Abstract
Key Words
Strategies for improving Customer satisfaction Dance training
institutions
III