特殊教育資源中心服務品質之研究-以桃園縣某特殊教育資源中心輔具服務為例

政府近年積極推動「全面提升服務品質方案，提升政府服務效能」，除延續「全面品質管理」的作法與標準外，另參考先進國家「優質政府治理（Good Governance）」概念，導入政府資訊流通及政府服務創新整合的理念，希望將「持續推動民眾滿意服務」、「確保民眾知的權利與資訊使用權」及「鼓勵機關提供創意整合服務」等三大核心目標，落實在為民服務的工作中，本文所探討之特殊教育資源中心為教育行政單位，服務對象為弱勢之學生，在政府積極提升服務效能及各界對於弱勢族群的關注，特殊教育資源中心服務品質及效能更顯其重要；本文採用實績衡量--SERVPERF 模式以曾經向資源中心借用輔具之教師為對象，採用有形性、可靠性、反應性、確實性、關懷性五個構面，來衡量特殊教育資源中心輔具服務之品質。依據研究結果進行分析與討論，歸納出結論如下:(1) 衡量桃園縣某特殊教育資源中心輔具服務品質之內涵為有形性、可靠性、反應性、保證性、關懷性；(2) 桃園縣某特殊教育資源中心輔具服務品質之現況:學校教師對於桃園縣某特殊教育資源中心輔具服務品質感受為滿意、教師對於桃園縣某特殊教育資源中心輔具服務品質中的「保證性」滿意度最高、教師對於桃園縣某特殊教育資源中心輔具服務品質中的「有形性」滿意度最低、桃園縣某特殊教育資源中心輔具服務的服務時間的便利性及設備仍有顯著改進的空間。根據本研究結果及結論，對桃園縣政府教育局提出下列五項具體建議: 調整輔具服務時間，提升服務便利性、改善輔具品質，提升輔具現代化水準、檢討並簡化作業標準，加強宣導，強化特殊教育資源中心人員組織，提升服務人員穩定度、定期或不定期進行滿意度調查，了解顧客需求。

關鍵字

服務品質； SERVPERF 模式；特殊教育資源中心；輔具

並列摘要

The government has promoted actively for the slogan of “elevate the program of servicing quality comprehensively and enhance the efficiency of government services” in recent year. In addition to continue the modes and standards of “Total Quality Management”, it also referred to the concepts of Good Governance which was advocated by developed countries. We introduced concepts of governmental information circulation and governmental services innovation integration. The Special Educational Resource Center which we discussed was educational administrative units. Our clients are disadvantaged students. The service quality and efficiency of Special Educational Resource Center are more important as the government promoted actively for the service efficiency and people pay attention to the disadvantage minority. This paper adopted a performance measurement called SERVPERF models and we took teachers who used to borrow the assistive technology for example. We adopted the tangibility, reliability, responsibility, authenticity and empathy to measure the service quality of assistive technology at Special Educational Resource Center. We made several contributions to investigate the current status of assistive technology service. First, School teachers satisfy with the feeling of service quality of assistive technology at Special Educational Resource Centre in Taoyuan County. Second, school teachers feel highest satisfaction with the “assurance” of assistive technology service, while the “tangibility” of assistive technology service is the lowest at Special Educational Resource Centre in Taoyuan County. Third, the convenience and facilities of assistive technology service still need to improve. We provide several recommendations to the Bureau of Education Taoyuan County Government according to our empirical result such as adjust the time of assistive technology service, improve the convenience and quality of assistive technology service, modernize and review the assistive technology service, strengthen the organization and stability of Special Educational Resource Center with the periodic and aperiodic satisfaction survey and understand customer needs.