商务沟通技巧report答案.doc

1.0 Introduction.22.0 Procedure.23.0 Education.23.1 Education systems.23.2 Library.24.0 Living.34.1 Refectory.34.2 Dormitory.35.0 Entertainment.36.0 Environment47.0 Conclusion.48.0 Bibliography69.0 Appendices.79.1 Appendix A79.2 Appendix B99.3 Appendix C.119.4 Appendix D.12IntroductionIt is the first lecture outcome 2. This report is for research in the customer satisfaction of the Beijing Normal University to all members of team. The parts of this report mainly contain education, living, entertainment and environment. All in all, mostly students think the customer service of Beijing Normal University was general.1.0 ProcedureThe source this report:a) Some data were referenced by questionnaire.b) Information on customer satisfaction was taken from internet.3.0 Defining markets3.1 Education systemsAccording to an investigation, the course was properly disposition. The teacher give some lecture have a vein of humor. The college hardware facilities are all in readiness. But minority students think the lecture was so boring. And the schedule of curriculum was unreasonable. So a majority student was satisfied with the education system. Data in the picture shows that 56% students think general with they use the teaching material, and only 22% students feel satisfaction. They think the teaching material were utilize with them. Only 19% students think the lecture live up to their expectations and 28% students feel dissatisfied. About academic activities and active in scientific pursuits, only 19% students reckon satisfaction and 55% students think general. In teaching facilities aspect (multimedia classroom, laboratory and language laboratory), 54% students feel satisfaction as they can use the computer to look up something and only 16% students consider dissatisfaction because they say they can not use the computers.3.2 LibraryHalf students feel satisfied with the library. They think the library clean and quiet. Its a good place for studying. It is propitious to meditation. The marking in library was obvious. The library can supply computer and electronic books were convenient for reader. But 8% students feel dissatisfied with the library. They think the time was short when the library opens. The library resource were inadequate, and do not satisfied their needs. So a majority of students were satisfied with the library. About the number of books in this library, 62% students feel satisfaction, they can receive anything they want, and 38% students feel the books were few. 69% feel the books species were very rich and 31% students think they can not look up some books they want to read. The electronic equipment with retrieval by students, 60% think the retrieval machines were convenient and 30% students think they can not control it. 4.0 Living4.1 RefectoryThe customer satisfied of the three Refectories in Beijing Normal University. A lot of students think the prices are reasonable, it have more kinds of food, and it have more delicate food. It has superior and sanitary environment. But it has large people in it. As a whole, eatery has satisfaction. On inquiry, about the price of food in refectory and 50% students think it expensive. 70% students think the food was so fresh in refectory, but 30% student think sometimes the food had ill-smelling and they can not eat. About food safety in refectory, 75% students feel satisfaction and 25% students do not relax, because someone saw a hair on food.4.2 DormitoryThe infrastructures were fully fledged, and the hot water nearly serving all day long. They are on friendly terms with the dormitory members and other dormitory members. But the electric apparatus often has some fault and the repairmen do not repair in time. It is estimated that if something were broken, 54% students think the repairman come there swift. But 46% students say their door was broke, but a week passed, the repairman not comes there. 56% students feel they are safe in dormitory, because the warden of a student residences were go around and inspect. And 19% students think they do not safe, because a thief stolen something of their dormitory. About the hygienic situation of the dormitory, 68% students feel satisfaction. Because a sweeper cleaning the stairs every day. And 4% students saw some rubbish at the door always.5.0 Entertainment The major portions of the people were satisfied. It has more sports facilities and swimming pool, Playground. And it has many student societies. According of research, 75% students think after school life of them were funny. And 25% students think it was very boring. They do not make anything they want to do. 75% students think they have many times to take exercise, one, two or four days. But 15% students think they do not have more times to take exercise. About students society, 25% students think the activities of students society were rich and colourful. Many students in it can learn a lot more useful in students society. 40% students think the students society held many activities but it having no meaning. 35% students think the activities not only meaningless but may be waste more time in their study. About entertainment overall evaluation, nobody feel very satisfaction, 19% students feel satisfaction. 57% students feel general. 6.0 EnvironmentIt has wonderful landscaping and many parking. The culture landscaping was beautiful. In investigation 72% students think the air quality in the college was very fresh, and it has many trees on each side. And 28% students think the college has to improve air quality. They think many cars in college, the automobile exhaust was serious. Some ill-smelling fill the air. About the open area (road, garden and playground), 42% students feel satisfaction. 28% students feel general. 12% students feel dissatisfaction. It is interesting, 18% students think the air quality has no relation with them. The culture environment is a good subject of conversation. It is including the history of this college and famous people in college. 20% students think it has many man-made landscapes. For example, the effigy of famous people and some classical architectures. So they feel satisfaction. And 8% student think the famous people was independent of them.7.0 ConclusionAfter making investigations, the article firstly analyses the customer satisfaction of Beijing Normal University based on education systems, living,