教育訓練服務品質之研究

在當今知識經濟時代，教育訓練的重要性日與俱增。本研究主要在探討教育訓練服務品質之服務期望及滿意程度，依據PZB服務品質模式之理論，建構服務品質量表，經由差距分析找出員工對服務期望與知覺服務的差距所在，作為改善教育訓練服務品質之依據。本研究以桃園縣企業員工作為研究對象，共發放500份問卷，回收有效問卷412份。經實證分析結果發現三十一個品質項目中，期望服務與知覺服務均有顯著性的差異，且三十一個品質項目期望服務均大於知覺服務，顯示企業對於教育訓練之服務品質無法滿足員工之需求，仍有相當大的改善空間。

關鍵字

服務品質；教育訓練； PZB服務品質模式

並列摘要

A business educational training is importance in the age of knowledge based economy. The purpose of this study is to explore the gap of interview’s expectations and satisfaction on the quality of service of an educational training program. The structure was proposed and questionnaire was design according to the PZB quality gap models. A survey was conducted in Taoyuan County with a total of 500 questionnaires and 412 valid questionnaires were returned. The gap analysis is to identify what is the significant gap between the expected service and perceived service. In this research, we found 31 elements of service quality with significant difference between service perceived expectation and service performance. The result of this research provides information to improve the service quality of business educational training program.