- 學位論文
ISO 9000導入對大學校務行政服務品質影響之研究－以PZB模式為應用
The Study of ISO 9000 Impact on Service Quality of University－Using PZB Model
摘要
ISO 9000是一個標竿、一個開始，帶給組織運作的依據與全新的理念。為面對越來越嚴苛的環境，各間學校逐漸重視自身服務品質，而ISO 9000的導入嚴然已成為主要趨勢。本研究目的在探討ISO 9000的有無於大學校務行政服務品質的影響，運用PZB模式來分析已導入者與未導入者認知上之差異情況，試圖瞭解ISO 9000對於服務品質的助益。 本研究以各大學校院之教職員為對象，並應用PZB模式觀念與其SERVQUAL量表進行分析，透過統計實證分析所得資料。經描述性統計、因素分析、信度分析、t檢定及單因子變異數分析來瞭解服務品質認知的差異。 研究結果顯示，不同年齡層及年資在行政服務品質認知上差異較為明顯，而國私立學校對於「反應性」構面上有不同觀感。已導入者與未導入者對於ISO 9000的預期如出一轍，然已導入者對於服務品質實際感受優於未導入者。雙方雖皆存有服務缺口，但若能徹底落實ISO 9000便使服務缺口有效縮小。另外，「關懷性」構面為測量服務品質良窳的重要指標。本研究將所得之結果作成結論及詮釋其管理意涵，並提出相關建議以作為後續實務應用及學理研究之參考。
並列摘要
ISO 9000 is a benchmark and a beginning. It offered the organization the standard of operation and the new idea. Faces more and more severe environment, each school attach importance to service quality gradually. And inducts ISO 9000 has become a new trend. The main goal of this study is to understand service quality of the universities and colleges with or without ISO 9000. Using the PZB model analyzes difference situations in cognition with or without inducting. Attempts to understand ISO 9000 assist service quality in improving. This study proceed the analysis by the PZB concept and the SERVQUAL inventory，and take the faculty of universities as the reseatch samples. Through description statistics，factor analysis，reliability analysis，t-test and One-way ANOVA the service quality cognition the difference. The result of this study：The disparity in age level and the period of service, difference situations in the administrative service quality is obvious. Public schools and private schools on the " Responsiveness "dimension had different impression. The school with or without inducting regarding ISO 9000 anticipated is same, however the school with inducting regarding the service quality actual feeling has surpassed then without inducting. Both sides although all have the service gap, but if can thoroughly carry out ISO 9000 then to cause the service gap effectively to reduce.Moreover, " Empathy " dimension is the important target for the survey service quality. The study induce the conclusion and interpret the meaning of management, and Proposed the correlation suggestions by takes reference for further service application and the theory or principle research.