高等教育行政服務品質衡量-以TT大學學務處為例

AN EMPIRICAL EVALUATION OF ADMINISTRATIVE SERVICE QUALITY IN A HIGHER EDUCATION ENVIRONMENT

楊珮華(Pei-hwa Yang)

指導教授 ： 楊浩二

大同大學/經營設計學院/事業經營學系所/碩士(2006年)

摘要

本研究在探討服務品質量表應用於非營利組織之適當性，研究學校顧客（學生）對於之行政服務品質服務缺口五之認知落差，另外探討學生是否因背景變項（性別、身份、幹部）在學校行政服務品質之認知缺口五（差距分數）的差異。
本研究希望以TT大學學務處行政服務品質量表，作為一個非營利組織實證性研究，以TT大學400名學生進行問卷填答，共得329份有效問卷樣本資料，參考P.Z.B模式，主要依SERVQUAL量表之步驟編訂問卷，配合高等教育特質產生22問項，獲得高等教育行政服務品質量表，以SPSS12.0及AMOS 5.0進行統計分析。
研究結果發現以P.Z.B.所提出之服務品質缺口模式可以運用在非營利組織，本研究實證結果後，將五構面重新命名以配合TT大大學學務處行政服務品質特性。分析結果顯示實際值平均值大都在4 以上，只有少部份在 4 以下，表示其TT大學學生對學務處行政服務行政服務品質五構面均滿意，實際感受良好。但TT大學學務處行政服務品質量表中缺口五（實際值）減去（期望值）得分為負分，顯示實際值與期望值在22問項中有顯著差距，表示TT大學學務處的行政服務品質在學生心目中仍有進步的空間。
本研究顯示背景變項性別與身份有所差異，在性別與幹部並沒有影響，並以此差異篩選出行政服務品質構面的重要管理內容，提供未來做為學校其它單位行政管理之因應對策，及未來行政服務品質實務規劃管理的方針。
本研究僅針對TT大學學務處作為研究對象並沒有對全體或其它學校行政單位。同時，本研究所設計的模式並沒有包括所有可能影響高等教育行政服務品質所作決策之變數，故後續研究者可再深入探究。

關鍵字

服務品質衡量 ； 缺口五 ； 非營利組織 ； 高等教育

並列摘要

This research discusses the appropriateness of applying SERVQUAL evaluation instrument in non-profit organizations (NPO). It aims to study the significant differences between students’ perception and students’ expectations of service quality provided by SAOTU. It intends to study the Gap5 of each attribute in order to improve the service quality provided to customers (i.e. students) of the SAOTU. In addition, this research paper examines whether gender, education and social committee involvement impact on the variances of Gap5.
This research expects to use SERVQUAL evaluation instrument of SAOTU as an empirical study. The 400 questionnaires prepared are in accordance with the steps of SERVQUAL evaluation instrument. These questionnaires have been distributed to the students of TT University. As a result, 329 questionnaires were completed and returned. Each questionnaire refers to the P.Z.B. Gap model and contains 22 attributes. By applying AMOS 5.0 and SPSS 12.0 to perform the statistic analysis, the SERVQUAL evaluation instrument of SAOTU is obtained.
The final finding of this research is that the P.Z.B. Gap model can be applied in NPO. Based on empirical evidence in this research, five dimensions of service quality have been renamed and redefined to tailor the characteristics of service quality at SAOTU. The result of analysis shows that most of attributes have a perceived value of greater than 4. Only a few have a perceived value of less than 4. This indicates that students are generally satisfied with the five dimensions of the service quality provided by SAOTU. However a negative figure of Gap5 in each dimension suggests that SAOTU still needs to strive to improve its service quality to students.
In this paper, the gender and social committee involvement do not show a significant difference with respect to the perception of the service quality of the SAOTU. However, the variances exist among various gender and education. Therefore the variances that present the major management indicators can be used by various departments of TT University to facilitate better policies making with regards to the service quality they provide.
This research is limited to the review on the Administration Department of TT University. In addition, the model used in this research does not include all of the variables that could affect the decisions made by higher education institutes with respect to service quality. Hence, future researchers can focus on this issue and develop further studies.

並列關鍵字

Non-Profit Organization ； Gap5 ； SERVQUAL ； Higher Education

參考文獻

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