近年來由於大學院校數增加速度快,再加上少子化趨勢,各大學院校開始出現搶學生之情形,共同面對的困境為要以較低價但較優質的服務來吸引學生入學,因此,大學院校內各方面的品質均備受重視,而學生宿舍之服務品質也為指標之一,愈來愈受重視。再者,隨著學生權益不可輕忽之意識愈來愈強烈,使學校教育工作者不得不正視並尊重學生之想法,更促使學校轉變以往之特別權利關係而認真傾聽學生的需求,以維持學校與學生之良好關係。 為瞭解學生宿舍之服務品質要素並探索住宿生之需求,本研究以元智大學學生宿舍為例,分二階段進行,第一階段在深度訪談後運用關鍵事件法,發展出元智大學學生宿舍服務品質問卷,第二階段將問卷資料分析後,再利用品質機能展開法,從住宿生所重視的品質要素與學校提供的服務品質技術相關矩陣中,找出住宿生較為重視之宿舍服務品質項目,而從品質機能展開法研究結果得知學校宿舍最需優先改善的前五項服務品質項目,分別為「硬體設備之保養與維護」、「維修管制系統」、「維修與清潔人員之服務」、「管理員之專業能力」、「硬體設施充足」。依據研究結果,對學生宿舍提出各項改善建議,提供相關單位及未來研究之參考。
The number of universities increased speedy in recent years, and furthermore low birth rate followed, the situation are universities began to compete for students and had to face the difficulties of a more low-cost but high quality service to attract more students. Therefore, universities are being focused in all aspects of quality, and service quality of student dormitories become one of the important indicators. Moreover, students are of a strong sense of the rights and interests of themselves, school should pay more attention on them. As educators have to face and respect for the students’ idea, also have to change the past relationship and listen carefully form the students in order to maintain a good relations between students. The objective of this study is to understand the essential factors of service quality in student dormitory and explore the demand of the residents in dormitories. Taking the student dormitories in Yuan Ze University (YZU) as an example, we applied critical incidents technique to develop the questionnaire for the student dormitories for the first step. To ensure the students’ needs. We analyzed the data from the survey, and integrated the various factors of service quality from students and the quality technology for the service from school by implementing house of quality (HOQ) for the second step. In order to ensure the priority of service quality of student dormitories that needs improvements. The top five quality technologies being implemented are hardware maintenance, control system for maintenance, the service of personnel in maintenance and sanitary, specialized ability of management personnel, and sufficiency of hardware. This research offered suggestions to the related department about the improvement of the student dormitories.