雲林縣國民小學學校行政服務品質與內部顧客滿意度之關係研究

A Study on the Relationship between Administration Service Quality and Internal Customers Satisfaction in Elementary Schools of Yunlin County

陳昱昇(Yu-Sheng Chen)

指導教授 ： 吳昌憲

國立虎尾科技大學/管理學院/資訊管理研究所/碩士(2013年)

摘要

本論文研究之旨在探討國小教師對於學校行政服務品質期望、實際感受、滿意度之現況分析，並了解不同背景變項的差異狀況，最後探討期望程度與實際感受兩者相關之情形。本研究以問卷調查法做為資料蒐集的主要方法，並藉由文獻分析與專家效度建立「雲林縣國小學校行政服務品質與內部顧客滿意度調查」問卷，以雲林縣內國小教師為研究對象，以分層隨機抽樣的方式發出問卷255份，有效問卷為236份，並將所得資料以平均數、次數分配、t考驗、單因子變異數分析與Pearson積差相關等統計方式做數據分析。主要結論如下：
一、雲林縣國小內部顧客對於學校行政服務品質有中高程度的期望。
二、雲林縣國小內部顧客對於學校行政服務品質有中高程度的實際感受。
三、雲林縣國小內部顧客對於學校行政服務品質在整體與各向度上皆未達滿意程度。
四、不同背景變項的雲林縣國小內部顧客對於學校行政服務品質之期望並無差異。
五、不同職務、學校規模與學校地區的雲林縣國小內部顧客對於學校行政服務品質之實際感受有所差異。
六、不同學校規模與學校地區的雲林縣國小內部顧客對於學校行政服務品質之滿意度有所差異。
七、雲林縣國小內部顧客對於學校行政服務品質期望與實際感受有中度正相關，而學校行政服務品質各向度之滿意度與整體滿意度有非常高度正相關。
最後依據結論，本研究針對教育機關與未來研究提出建議。

關鍵字

學校行政 ； 服務品質 ； 顧客滿意度

並列摘要

The purpose of this thesis is to explore the current status analysis of elementary school teachers for the school administration service quality expectations, actual experience and satisfaction. Meanwhile, study the differences between different background variables situation, and finally discuss the relation between expectations and perceived correlation.
In this study, questionnaire as the main method of collecting primary data, and through literature review and expert validity establish a "Yunlin County Elementary School administrative service quality and internal customer satisfaction survey" questionnaire to Yunlin County State school teachers for the study, a stratified random sampling questionnaires sent 255 copies, 236 copies of valid questionnaires, and the resulting data as mean, frequency distribution, t-test, ANOVA and Pearson correlation analysis and other statistical way to do data analysis. The main conclusions are as follows:
1. Interal customers in Yunlin County elementary schools have medium and high level expectations to school administrative services.
2. Interal customers in Yunlin County elementary schools have medium and high level actual experience to school administrative services.
3. Interal customers in Yunlin County elementary schools do not satisfy with the whole and the various dimensions of school administrative services quality.
4. Interal customers with different background variables in Yunlin County elementary schools do not have different expectations for school administrative services quality.
5. Interal customers with various positions, school size and school districts in Yunlin County elementary schools have different actual experiences for school administrative services quality.
6. Interal customers with various school size and school districts in Yunlin County elementary schools have different level of satisfactions for school administrative services quality.
7. Interal customers in Yunlin County elementary schools have moderate positive correlation for the school administration service quality expectations and actual experiences. School administration service quality and satisfaction of each dimension overall satisfaction has a very high positive correlation.
According to conclusions of this study, we provide suggestions for education authorities and future research.

並列關鍵字

chool administration ； service quality ； customer satisfaction

參考文獻

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