近年來,各國受到少子化的影響,使各國大學皆有招生的問題,而我國也受到少子化、國外大學來台對台灣學生招生,以及根據戶政機關的統計資料顯示,人口生育率已逐年下降等原因,導致各大院校之間對招生活動的競爭更加激烈。在競爭及人口減少的壓力下,優勢創造與減少缺點就成為關鍵,突顯自身優勢、減少自身缺點、強化本身特色與提升教育服務品質,將成為學校的管理重點。 本研究以IPA重要表現度分析法以及Kano二維品質模式為研究方法,針對虎尾科技大學工業管理系大學部學生407名,以及碩士班學生30名,共437位作為問卷調查的調查對象,經整理後的各自的有效問卷307份與26份,將得到的問卷結果進行分析,目的為探討教育服務品質之競爭優勢的研究,以歸納出系上教育服務品質的關鍵因素。經IPA與Kano模式交叉分析後並取大學部與碩士班之共同改善重點得知,軟硬體設備的不完備、網路問題及課程理論與實務間的差異,是學生降低滿意度的原因,在改善方面可以在此構面投入更多資源以降低不滿意程度且滿足學生需求,藉此探討系上教育服務品質的改善策略並提供改善之依據。
In recent year, many countries subject to the impact of Sub-replacement fertility, caused many universities has recruit students problem. Our country also has this problem and according to the government agencies statistics that fertility has been declining, it makes enrollment more difficult. So, advantages creation and reduce disadvantages has become the key. To highlight advantages, reduce disadvantages, strengthen characteristics and improve education service quality, will become the focus of the school’s management. In this study, Importance-Performance Analysis and Kano’s two-dimensional quality model as research method. Investigating NFU of Department of Industrial Management for student of university and maser’ degree, 407 and 30, as survey respondents. Objective is to investigate the education service quality of key factors. By IPA and Kano cross-analysis result, the reason of declining satisfaction is that computer hardware, software incomplete, internet problem, curriculum theory and practice are different. So, to meet student need and reduce dissatisfaction, can invest more resources in this facet. Hope to provide a basis for improvement.