大學院校學生事務處服務品質與滿意度之研究－以元智大學為例

The Study of Service Quality and Satisfaction in the Student Affairs Office of the Universities and Colleges

湯玲郎(Ling-Lang Tang) ； 蔡瑋真(Wen-Jen Tsai) ； 陳玫燕(Mei-Yen Chen)

《品質學報》 14卷4期 (2007/12) Pp. 377-388

摘要

本文探討大學院校學生對學生事務處服務品質之重視與滿意程度，分析影響學生事務工作顧客滿意度之因素，以作爲提昇學務工作品質之參考。本研究以國內獲得國家品質獎之元智大學學生爲例，回收577份有效樣本並且採用SPSS統計軟體做爲分析工具。根據學生背景及五大類人格特質，探討不同類型學生對學生事務服務品質滿意度是否有差異。其次採用服務品質缺口一及缺口五分析服務品質認知差異。最後應用屬性重視與滿意程度劃分四個象限，瞭解學生對學務處服務品質需求所在及滿意情形，以做爲各大學學生事務工作者策略擬定與資源配置之參考。研究發現學生對學務處服務品質之重視程度與滿意程度有顯著差異。本研究不同於一般服務品質之研究，在學生背景加入人格特質構面的討論；分析結果發現某些特性會對學務處「整體滿意度」有顯著差異。

關鍵字

服務品質 ； 人格特質 ； 滿意度調查 ； 品質重要度

並列摘要

For promoting the quality of the works in Student Affairs, this research aims to realize students' views on service quality by analyzing the key factors of customer satisfaction in universities. The research takes the university in Taiwan who got the national quality award, Yuan Ze University, as the example with 577 valid samples analyzing by SPSS. Based on the variation of student numbers and 5 human characteristics, the research tries to find out if different types of students have different expectations upon the service quality provided by Office of Student Affairs and analyzed service quality perceived deviation with gap 1 and gap 5 approaches. At last, the research applied ”Importance-Satisfaction model” to divide students' value and satisfaction level into 4 quadrants, in order to realize students demands as the strategy directions suggested to universities. The research finds that there is an obvious difference in students' expectation and acknowledgement in the quality of service provided by Office of Student Affairs in gap 5. We try to discuss variation of student numbers and 5 human characteristics with quality of service studies especially. Final result shows that variation of student numbers and 5 human characteristics have significant impact on the ”overall satisfaction”.

並列關鍵字

Service quality ； Human characteristics ； Satisfaction survey ； Quality importance

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