| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-8页 |
| LIST OF ABBREVIATIONS | 第8-15页 |
| CHAPTER I INTORDUCTION | 第15-23页 |
| 1.1 Reserach Background and Significance | 第15-18页 |
| 1.1.1 The purpose of study | 第15-17页 |
| 1.1.2 The significance of study | 第17-18页 |
| 1.2 Researches at Home and Abroad | 第18-21页 |
| 1.3 The Content and the Method of Study | 第21-23页 |
| CHAPTER II LITERATURE REVIEW | 第23-35页 |
| 2.1 Customer Satisfaction | 第23-29页 |
| 2.1.1 The origin and development of CS theroy | 第23-25页 |
| 2.1.2 The definition of CS | 第25页 |
| 2.1.3 The significance of CS assessment | 第25-27页 |
| 2.1.4 Model of CS | 第27-29页 |
| 2.1.5 The assessment of CS | 第29页 |
| 2.2 Customer Satisfaction in Private Colleges | 第29-35页 |
| 2.2.1 The definitition of customers in private colleges | 第29-31页 |
| 2.2.2 The necessity of private colleges' adopting CS | 第31-33页 |
| 2.2.3 The feasibility of private colleges' adopting CS | 第33-35页 |
| CHAPTER III THE BASIC INFORMATION ABOUT GDPZC | 第35-38页 |
| 3.1 Introduction to GDPZC | 第35-36页 |
| 3.2 The Branding of GDPZC, Private College vs. Prestige College | 第36-38页 |
| CHAPTER IV CUSTOMER SATISFACTION SURVEYS AND ANALYSIS | 第38-53页 |
| 4.1 Students CS survey | 第38-45页 |
| 4.1.1 Questionair | 第38页 |
| 4.1.2 Results and analysis | 第38-45页 |
| 4.2 Staff CS Survey | 第45-49页 |
| 4.2.1 Quesionair | 第45-46页 |
| 4.2.2 Results and analysis | 第46-49页 |
| 4.3 Employer CS Sruvey | 第49-51页 |
| 4.3.1 Quesionair | 第49页 |
| 4.3.2 Results and ananlysis | 第49-51页 |
| 4.4 Conclusion of CS Surveys of GDPZC | 第51-53页 |
| CHAPTER V SUGGESTIONS FOR IMPROVING CUSTOMER SATISFACTION | 第53-57页 |
| 5.1 To establish brand management institution and raise the level of image | 第53-54页 |
| 5.2 To enhance the quality of education and to raise students overall ability | 第54-55页 |
| 5.3 To support logistic work and ensure students’ satisfaction in accommodation | 第55-56页 |
| 5.4 To improve salary system and provide better training to build up a teachingforce with high-quality and stability | 第56-57页 |
| REFERENCE | 第57-60页 |
| APPENDIX | 第60-65页 |
