建國科技大學學習資源服務品質與學生滿意度之研究

A Study of School Service Quality and Students Satisfaction in Chienkuo Technology University

李維靈(Wei-Ling Lee) ； 洪啟東 ； 劉惠慈(Hui-Tzu Liu)

《建國科大學報》 26卷2期 (2007/01) Pp. 53-86

https://doi.org/10.6995/JCTU.200701.0053

摘要

本研究應用P.Z.B.服務品質之概念，以SERVQUAL量表為衡量工具，進行建國科技大學學校服務品質內涵之建構，並藉以發展「技職院校學校服務品質問卷」，進行實證調查，以了解建國科大學生對學校服務品質之看法及現況，據此提出若干建議以供參考。
本研究旨在探討不同個人背景變項之學生在期望服務及實際感受上之差異情形；採分層配額抽樣方式選取750人發放問卷，得有效問卷636份，回收率85%。並透過描述性統計分析及t檢定、變異數分析法、Scheffe事後分析、相關分析、迴歸分析等統計方法，探討服務品質與學生滿意度，得知學生對期望服務與實際成受服務之問有顯著的差異；實際成受服務與整體滿意度問有顯著的相關；並獲得以下之結論：
一、建國科大學校服務品質重要因素分為「可靠性」、「溝通性」、「內容性」、「安全性」等四個構面。
二、學生對學校服務品質期望會因不同性別、學制而有所差異，尤其在「內容性」、「安全性」構面。
三、學生對學校服務品質實際感受層面會因不同性別、學制與院別而有所差異，尤其在「溝通性」構面。
四、學生在整體滿意度上會因不同學制與院別而有所差異。

關鍵字

服務品質 ； 滿意度 ； P.Z.B.服務品質模式 ； SERVQUAL ； 建國科技大學

並列摘要

This study applies the concept of P.Z.B. model of service quality to construct the school service quality model, by using SERVQUAL scale and employing the empirical investigation through developing the ”Technology school service quality questionnaire” to understand the students' thoughts toward school service quality in Chienkuo Technology University. According to the results of study, we provide some suggestions for school improvements.
The research focused on the differences between expectations and receptions of school service in Chienkuo Technology toward variety of background students. 750 respondents were selected by stratified random sampling, an 85% returned-rate which counts for 636 valid subjects. Statistics methods included of description analysis, t-test analysis of variance, ANOVA test, Scheffe post test, correlation analysis and regression analysis, to probe into the service quality and students satisfaction. we learn that there are significant differences between students' service expectation and real feeling, and there are significant correlations during service expectation, real feeling and whole satisfaction some results emerge:
1. Elements in the school service quality content in Chienkuo Technology University are four constructive dimensions; ”confidence”, ”communication”, ”content” and ”safety”.
2. Students' expectations of school service quality are vary and significant in sex and grades, especially in the constructive factor of ”content” and ”safety”.
3. Students' receptions for school service quality are vary and significant in sex and grades, especially in the constructive face of ”communication”.
4. Overall students' satisfaction are vary and significant in different grades and colleges.

並列關鍵字

Service Quality ； Satisfaction ； P.Z.B. Model ； SERVQUAL ； Chienkuo Technology University