- 期刊
大學服務品質之重要性與滿意度分析─以某科技大學為例
The Important-Performance Analysis of Service Quality-A Case of One University
摘要
大專院校迅速增多與少子化的衝突已經形成嚴重的大學高等教育競爭與淘汰危機，學校是否有能力提升服務品質並與學生建立良好的互動關係，是學校提升競爭力的重要因素之一。本研究應用P.Z.B.服務品質的觀念，並以重要性與滿意度分析法（Important-Performance Analysis）作為本研究衡量服務品質的工具，進行大學服務品質的建構，以了解大學生對學校所提供服務的認知與現況。本研究以某科技大學學生為例，並根據因素分析的結果，萃取出5個構面（有形性、關懷性、保證性、反應性、可靠性）與30個衡量服務品質的關鍵屬性，透過成對t檢定、集群分析等統計方法，探討科技大學學生對於服務品質與滿意度的現況，並得到以下結論：學生對於服務品質之重要性與實際感受之滿意度有所差異。而學生認為重要性高且滿意度低的構面與關鍵屬性分別為：「有形性」與「反應性」；「3.學校具有完整的軟硬體電腦設備」、「4.學校具有完整的專業教室」、「5.學校提供舒適的上課環境 （光線，空調，座椅等）」、「24.學校對學生所提之建議能有效回應」、「25.學校提供高效率的行政服務」、「26.學校行政人員擁有良好的服務態度與熱忱」，這些屬性為學校提高服務品質所必頇優先考量的項目，而整體滿意度最低的屬性為「1.學校提供完善的住宿空間」。
並列摘要
Since the number of colleges increase rapidly and the trend of fewer children, the colleges face the crisis of eliminated through competition. The ability of improving service quality and constructing good relationship with students is one of the most important factors for college to raise the power of competition. We apply the concept of P.Z.B. service quality and then use the Important-Performance Analysis to measure the service quality of college. The purpose is to realize the service perception of college students that college provides. According to the results of factor analysis, we extracted five factors (tangibles, empathy, assurance, responsiveness, reliability) and 30 attributes to measure the service quality and using some statistical methods to explore the satisfactions for the current situation. We conclude that: The satisfaction of the students expected and in reality is different. Students think the ”tangible” and ”responsiveness” aspects are important but with lower satisfactory. That is the priority project for college to improve the service quality of these aspects. Moreover, the attribute ”1. The school provides a well accommodation space” is with lowest overall satisfaction.