本研究旨在透過P.Z.B.服務品質的觀念,探討我國國立科技大學四技日間部對學校行政期望服務品質與實際知覺服務品質之差異。調查研究工具採用研究者自編之「國立科技大學學校行政服務品質」調查問卷,有效回收問卷為1106份。調查所得資料經描述分析、t 檢定及單因子變異數分析後,獲致以下結論: 一、目前國立科技大學四技日間部學生對整體學校行政服務品質有高度的期望。 二、目前國立科技大學四技日間部學生覺得學行政人員提供服務的意願較不積極且辦事的速度較慢。 三、目前國立科技大學學生的理想學校行政服務品質與學校的實際表現有落差。 四、國立科技大學學生覺得學校餐廳的衛生與舒適度以及圖書館藏書數量不能滿足他們的需求。 五、國立科技大學的女學生對整體的學校行政服務品質的期望較男生高;北部學生高於中部與南部學生。 六、女學生對學校行政服務品質的滿意程度較男學生高。 七、人文社會學院的學生對學校行政服務品質較其他學院滿意。 八、低年級學生對學校行政服務品質較高年級滿意。 九、北部學生對學校行政服務品質較不滿意。 十、國立科技大學學校行政服務品質尚未達到學生需求。
The main purposes of this study was first understand that students perceived difference between expect service quality and real service quality to Administrative service qualities of National Universities of Technology by using P.Z.B concepts in Taiwan. It is to construct the contents of service quality in Administrative Service Quality by literature review and expert suitable measure. The supportive data was gathered with questionnaires. I construct and propose “ The Administrative of Service Quality in National Universities of Technology. ” The study achieved a valid return amount of 1106. Data analyzed by descriptive analysis, t-test, One-way ANOVA yielded the following results. 1.Students of National Universities of technology have highly expects to administrative service qualities of school. 2. Students of National Universities of technology think the administrators in school are not active and have no efficiency. 3. The qualities of administrative services in National Universities of Technology have “Gap5” 4. Female students of National Universities of Technology have higher expects to administrative service qualities of school than male;and students in universities at north part of Taiwan have higher expects than south ones. 5. Female students feel much contented to administrative service. 6. College of humanities and social science students feel much contented with the administrative service than other colleges. 7. Students older than juniors feel much contented with the administration service than others. 8. Students in north part universities of Taiwan feel unsatisfied with administrative service 9. Administrative service in National universities of Technology can’t reach the students’ need.