行政服務品質、滿意度與忠誠度之實證研究－以T大學為例

The Relationship of Administration Service Quality, Satisfaction and Loyalty-Evidence from T University

陳逸琳(Yi-Lin Chen)

《大同大學通識教育年報》 7期 (2011/07) Pp. 133-151

https://doi.org/10.6514/TJGE.201107_(7).0007

摘要

本研究以T大學為例，探討其在大學校園行政服務措施與服務品質之特色。樣本對象為T大學在校學生，採用分層隨機抽樣698份有效樣本，並以SPSS、AMOS軟體進行分析，深入分析行政服務品質、學生滿意度二項前置因素對忠誠度的關係及影響，最後找出影響學生滿意關鍵屬性，藉以確認服務屬性的改善排序，以供大學行政工作者策略擬定與資源配置之參考。

關鍵字

行政服務品質 ； 顧客滿意度 ； 忠誠度

並列摘要

This study evidenced from T University and discussed the characteristic of administration service and quality. The sample of this study was student in T University. According to the students adopted stratified sampling, the author of this study collected 698 usable questionnaires. Then, this study used SPSS and AMOS for structure equation model to analyze the two independent variables of administration service quality and customer satisfaction to understand the relationship on loyalty. Finally, this study found the critical attribute of the satisfaction in order to confirm the sequence of improving. The result could provide strategies and allocate resources for administrator in university.

並列關鍵字

Administration Service Quality ； Customer Satisfaction ； Loyalty