大學院校學生事務處服務品質與滿意度之研究

The Study of Service Quality and Satisfaction in The Student Affairs Office of The Universities and Colleges

陳玫燕(Mei-Yen Chen)

指導教授 ： 湯玲郎

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

無資料

關鍵字

服務品質 ； 滿意度調查 ； 人格特質

並列摘要

As for promoting the quality of the works in Student Affairs, this research is to realize students’ values on service quality by analyzing the key factors of customer satisfaction in universities. The research is taking the only university in Taiwan who got the national quality award, Yuan Ze University, as the example with 577 valid samples analyzing by SPSS. Based on the variation of student numbers and 5 human characters, the research figured out if different types of students have different expectations upon the service quality provided by Office of Student Affairs and analyzed service quality gap 1 and gap 5. At last, the research applied “I-S model” to divide students’ value and satisfaction level into 4 quadrants, in order to realize students demands as the strategy directions suggested to universities.

The research found;
1. The existence in gap 1 between the service quality provider and the expectations. The faculty in Office of Student Affairs expect higher on service quality provided then students themselves. Furthermore, the research found the existence in gap 5, which shows an obvious difference in students expectations and acknowledgements in the quality of service provided by Office of Student Affairs.
2. Students in College of Management get a higher satisfaction levels compared to the student in College of Information. Students who join volunteering groups share a better satisfaction levels than the students who didn’t join any student clubs. Students who have been assigned as class cadres shows a lower satisfaction levers in reliability, responsiveness, assurance and empathy. Students who worked part-time in school share a higher satisfaction levels on reliability, responsiveness and assurance toward the service provided by Office of Student Affairs.
3. Except the Neuroticism level doesn’t affect the quality level and student satisfactions, the other types of human characters show obvious impact on the service provides. In the overall satisfaction, only “Agreeableness” has direct correlation toward overall satisfaction; however, “Agreeableness” doesn’t show intermediate effect between service quality and satisfaction level.
4. Analyzed by “I-S model”, the result of unsatisfied categories in students gave higher values of service provides include 4 items; the immediate updates on internet in “internet convenience”, higher service sincerity, immediate reaction toward the demands, and efficient service provides in “reaction speed”.

Essential Meanings for recommendations;
1. Students get very high demands on information. The research found 100% of the researched students use MSN, which shows their value on internet and information transportation. The consult and service platform provided by Office of Student Affairs shall combine with hardware/software equipment, which would probably the solutions to lure more creativity ideas and higher participations in activities from students.
2. Students who attend volunteering group, club cadres, part-time job in school show a higher satisfaction levels toward the others; therefore, schools shall provide more opportunities for students to form up seed groups to infect his/her classmates to establish a robust school organization and a sound interrelationship culture in universities.

並列關鍵字

service quality, satisfaction study, human service quality ； satisfaction study ； human characters