英語教學服務品質、學生滿意度與再選課意願關係之研究：以真理大學為例

A Study of the Relationships among the English Teaching Service Quality, Students' Satisfaction and Retaking Course Intention: A Case Study on Aletheia University

周宏宏(Adam Huang) ； 黃盧煌(Harriet Chou) ； 林裕昌(Wilson Lin)

《真理大學人文學報》 12期 (2012/04) Pp. 45-83

https://doi.org/10.29962/TOJA.201204.0002

摘要

本研究主要目的在探討大學英語教學服務品質、學生滿意度與再選課意願之間的關係，並且以學生的立場，瞭解學生對於英語教學服務品質、滿意度與再選課意願的知覺感受。本研究以真理大學學生為研究對象，共發出問卷385份，無效問卷11份，實際回收有效問卷為374份，有效問卷回收率為97.14%。將回收資料採用獨立樣本t檢定、單因子變異數分析（One-way ANOVA）、Scheffe法多重比較、Pearson積差相關分析，結構方程模式（SEM）之次模式徑路分析。在徑路分析使用LISREL分析軟體進行研究變項間線性關係，研究發現教學服務品質（教師專業、課程內容、學習環境、教室設施等四項）對滿意度有顯著性正向的影響，教學服務品質的教師專業、課程內容分別對再選課意願亦有顯著性正向的影響，滿意度對再選課意願有顯著性正向的影響。此外，學生滿意度是教學服務品質的教師專業、課程內容、教室設施與再選課意願之間的中介變項。基於實證結果，本研究提供學校管理者具體建議：(1)鼓勵教師在職進修，提升教師專業知能；(2)協助教師充實課程內容，提高學生學習英語的興趣與成效；(3)改善學校語言學習的軟硬體設備，營造一個優質的英語學習環境；(4)提供舒適的教室設施，創造良好的學習與研究空間。

關鍵字

教學服務品質 ； 滿意度 ； 再選課意願 ； 結構方程模式 ； 線性結構關係

並列摘要

The purpose of this study is to investigate the relationships among English teaching service quality, students' satisfaction and retaking course intention at the higher education institutions for understanding the students' perception of service quality, satisfaction and retaking course intention. The students at the Aletheia University are the target population. 385 questionnaires were distributed and 374 effective ones returned, resulting in an approximate response rate of 97.14%. By adapting the Independent Samples t test, One-way ANOVA, Scheffe method and Path Analysis of LISREL model, the resultant is that students' perception of service quality (teachers' expertise, courses content, learning environment, classroom facilities) toward the satisfaction has significantly positive effects. The teachers' expertise, courses content and satisfaction toward the retaking course intention have significantly positive effects. Additionally, satisfaction has a mediate effect on relationship between students' perception of service quality (teachers' expertise, courses content, classroom facilities) and retaking course intention. According to the experimental results, this research has provided the management team some constructive suggestions feedback as the following: (1) to encourage teachers to expand one's professional horizon and self development in further education; (2) to assist teachers to increase students' interest in learning and performance outcome with efficient lesson plans; (3) to improve and provide a better English learning environment with sufficient language learning hardware equipment; (4) to provide and create an English-friendly classroom environment for learning and research purposes.

並列關鍵字

Service Quality ； Satisfaction ； Retaking Course Intention ； SEM ； LISREL