高級職業學校總務行政服務品質之探討

A Study of the Service Quality for the Office of General Affairs in the Senior Vocational High Schools

趙志揚(Chih-Yang Chao) ； 張彩珠(Tsai-Chu Chang) ； 林永順(Yong-Shun Lin) ； 林致瑋(Chih-Wei Lin)

《學校行政》 56期 (2008/07) Pp. 14-35

https://doi.org/10.6423/HHHC.200807.0014

摘要

本研究旨在瞭解高級職業學校教職員對總務行政服務品質之期望程度、實際感受程度及探討教職員對總務行政服務品質期望與實際感受二者落差存在。以Parasuraman, Zeithaml, and Berry(1988)提出之「服務品質理念模式」與一九九一年修正的「SERVQUAL」量表為基礎架構，經專家意見審查修正後，編擬「高級職業學校總務行政服務品質意見調查問卷」，以台灣地區高級職業學校教職員為對象，採叢集抽樣方式，抽取四十所學校，共一二○○位教職員作調查，回收一○九八份問卷，有效問卷一○四三份，有效問卷回收率88%。以描述性統計、t-test、單因子變異數分析、Scheffé事後比較等統計方法對研究資料進行分析。研究結論如下：
一、高級職業學校總務行政服務品質重要因素分為有形性、可靠性、反應性、保證性和體貼性等五個構面。
二、高級職業學校教職員對總務行政服務品質期望整體上會因背景變項不同而有所差異。
三、高級職業學校教職員對總務行政服務品質實際感受整體上會因背景變項不同而有所差異。
四、高級職業學校總務行政服務品質有落差存在。

關鍵字

高級職業學校 ； 總務行政 ； 服務品質

並列摘要

This study primarily focuses on the expectation and perception of the service quality and the differences between them which the staff of senior high school actually have .By understanding the different backgrounds of the staff, the purpose of the test is to clarify whether the expectation and perception achieve the level of the service quality which the internal customers think to be. This study is based both on the Service Quality Model proposed by Parasuraman, Zeithaml and Berry (1988) and on the five perspectives of the SERVQUAL chart: tangibles, reliability, assurance, responsiveness and empathy. With the opinions provided by experts and after the correction of the result of exploring factor analysis, an appropriate chart is established to investigate into the service quality of the school general affairs administration in senior high school. The chart has been used to consult 1200 staffs from 40 elementary schools chosen randomly from senior vocational high schools in Taiwan and go analyzing the search data of descriptive statistical, t-test, one way ANOVA and Scheffé's Multiple comparison.
The results developed from the study are summarized as follow:
1. The important features of the service quality are ”tangibles, reliability, assurance, responsiveness and empathy”-five dimensions.
2. The expectation for the service quality from vocational high school staffs is different by various background variables.
3. The real feelings of senior high school staff to the service quality of general affairs administration is different by various background variables.
4. The service quality of the Office of General Affairs of vocational high school does have ”Gap”.

並列關鍵字

Senior Vocational High School ； General Affairs Administration ； Service Quality

參考文獻

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