摘 要近年来，我国的教育产业不断发展，教育的重视度也越来越高，公民素质普遍较高。为了快速提升自身能力，获得向往的稳定工作，大多数人选择教育培训机构。因此，各类教育培训机构不断崛起，发展前景广阔，市场利润高，异常火爆。但是，随着市场秩序的日益规范，教育培训机构的竞争越来越大，同时机构的教学水平不同，如果想要在培训机构中立于不败之地，关键是要提高客户的满意度。本文主要是根据济南市教育培训机构的实际情况，以面对公职类考试培训机构为例，通过客户满意度的相关理论研究客户满意度影响因素,以济南市的教育培训机构为例，开展调查以后进行数据的统计得出结论。通过利用 SPSS 数据分析工具进行满意度分析，得到客户满意度的指标模型，并总结出济南市教育培训机构客户满意度的影响因素，并根据调查结果提出提升策略。从而为教育培训机构的发展提供理论依据和实践指导意义。关键词：教育培训机构；客户满意度；满意度影响因素；满意度分析PAGE \* MERGEFORMAT25Abstract In recent years, China's 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 Jinan's 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 Jinan's education...
