- 學位論文
公部門服務品質訓練成效之研究－以南部某縣市政府為例
Evaluation of the Effectiveness of a Service Quality Training Program in a Government Department
摘要
摘要 本研究旨在以Kirkpatrick 評估模式作為架構，評估某公部門「服務品質訓練課程」之成效。具體研究目的如下：一、探討公部門基層單位一線服務人員接受服務品質培訓課程之反應、學習、行為三層面的訓練成效。二、探討實驗組與控制組對於服務品質知識及行為之差異。 本研究採準實驗設計-「具控制組前後測設計」研究法，針對訓練成效進行瞭解。研究對象為南部某縣巿政府參與「服務品質訓練課程」的種子人員為主，其中以接受訓練課程之26位為實驗組，另以受試者配對挑選未參與訓練之28位人員為控制組，總計54位員工。以修改過後之SERVQUAL問卷施測，並以共變數分析進行統計處理。研究結果發現：一、受訓者在反應階段有良好的滿意度。二、受訓者在學習階層有良好的知識面學習；三、受訓者在行為階層-反應性構面及關懷性構面有顯著提升效果。 根據本研究結果，分別針對實務與後續研究提出四項建議，就實務面的建議，包括：一、課程設計可增加訓練時數並採數位學習課程配合實體課程的混成式學習；二、制定整體且系統性的回流學習；三、修正服務品質訓練課程內容；四、建立有助於服務品質訓練遷移的工作環境。
並列摘要
Abstract The study attempted to understand the effectiveness of a service quality training. The subjects were recruited from the “seed employees” who participated in the "Service Quality Training Programs" of a government department in the southern part of Taiwan. In the quasi-experimental design, 26 employees participated in the training program as the experimental group, and the other 28 subjects matched with working experience and duration who did not participate in the training program, served as the control group. The experimental group received a pre-test and a post-test based upon the SERVQUAL questionnaire, and the control group did a post-test only. Analysis of covariance, ANCOVA, was used for statistical analysis. The results of this study showed that 1) Trainees are satisfied with the training program, 2) Trainees learn new knowledge on service quality, and 3)Trainees change significantly on the dimension of responsiveness and empathy. According to the results of this study, several recommendations are provided. The training and development center should: 1) increase the training hours and adopt blended learning approach, 2) establish and development systematic recurrent learning mechnism , and 3)adjust the Service Quality Training Courses, 4)create a positive work environment this is conducive to training transfer. Keywords: service quality, training effectiveness, quasi-experimental design