Survey on Satisfaction with Primary School After-School Services and Optimization Strategies Based on the CCSI Model——A Case Study of Y Education Group in City C, Province H

Abstract

As an essential measure for implementing China’s “Double Reduction” policy, after-class services play a crucial role in determining the effectiveness of the policy’s outcomes. Under this policy context, after-class services embody multiple values: meeting people’s aspirations for a better life, improving the public education system, fostering a healthy educational ecosystem, providing education that satisfies the people, and enhancing overall education quality. This study applies the China Customer Satisfaction Index (CCSI) model to investigate parents’ satisfaction with after-class services in several primary schools in C City. A total of 1,297 valid responses were collected through questionnaires, and data were analyzed using SPSS and AMOS software through structural equation modeling (SEM). The results indicate that policy image, perceived quality, and policy expectations have significant positive effects on parental satisfaction, whereas the relationship between perceived quality and loyalty is relatively weak. Based on these findings, the study proposes three key optimization strategies: (1) establishing a dynamic monitoring and feedback mechanism, (2) optimizing the structure of after-class service provision, and (3) strengthening policy communication and value alignment. These strategies aim to improve the quality of after-class services and effectively alleviate the so-called “3:30 p.m. problem.”