高職餐飲建教合作廠商對外場實習學生
專業能力之重要度績效分析研究

摘要多年以來弭平高職「學用落差」的呼聲四起，以探討業者需求及從業者角度評斷實習生在專業能力上表現的研究，正逐漸受到重視。本研究即由此角度出發，以與雲林縣高職餐飲科建教合作廠商的外場正職人員為對象，調查正職人員對建教實習生外場專業能力的期待、實際表現知覺、滿意程度及對專業能力重要程度的看法。本研究發放問卷 200 份，有效問卷 152 份，有效回收率 76％。以 IBM SPSS 20.0 版分析，問卷結果採次數分配、百分比、單一樣本 t 檢定、單因子變異數分析、事後比較 Tamhane's T2 等統計方法，研究發現如下：一、全體受訪者對實習學生外場專業能力的期待上為「期待」；不同行業別的正職人員間有顯著差異。二、全體受訪者對實習學生外場專業能力實際表現知覺為「好」；在構面中不同行業別、不同年資、指導經驗、雇用學生數的正職人員間有顯著差異。三、全體受訪者對實習學生外場專業能力的滿意程度為「不滿意」；不同背景變項的正職人員間無顯著差異。四、全體受訪者對外場專業能力重要程度的認知為「重要」；不同背景變項的正職人員間無顯著差異。另外，使用重要度績效分析 (IPA)，也得出正職人員對學生專業能力項目滿意程度與重要程度之順序及看法。一、最滿意的專業能力項目，依序為「配合進行公司促銷活動」、「依顧客需求提供點菜建議」、「了解並正確使用小型器具或設備例如：手用工具、開罐器」、「了解餐廳的營運方式」及「維持櫃檯及服務區域的工作狀態能力」。二、最不滿意的專業能力項目，依序為「與其它同事維持正向的人際關係」、「維持穩定的服務品質和工作標準」、「語言表達溝通能力」、「具備餐飲外語基本會話的能力」及「觀察客人需求能力」。三、最重要的專業能力項依序為「維持工作場所的乾淨」、「維持工作場所的衛生」、「專業服務態度」、「敬業的精神」及「良好的服務態度」。四、最不重要的專業能力項目依序為「了解升遷管道」、「能隨時留心市場新產品的知識」、「了解酒基本知識」、「配合進行公司促銷活動」及「對專業用語有相當認識」。五、建教實習生專業能力項目落入第四象限共16項，以情意構面居多，應積極改善。本研究根據上述結論，分別對於辦理建教合作班之高職餐飲科與就讀建教合作班之學生及未來研究者提出建議。關鍵字：建教合作、專業能力、滿意程度、重要程度、重要度績效分析

關鍵字

建教合作；專業能力；滿意程度；重要程度；重要度績效分析

並列摘要

ABSTRACT The voice of eradicating the gap between senior high school vocational education and the demand of business exists for years. Studies of business demands and judging the professional ability performance of interns from the viewpoint of the employing business are heeded more and more. The study conducts questionnaire survey to the regular staff of the outfield service in the catering businesses dealing cooperative education contract with Yunlin County vocational high school. The purpose of the survey is understanding to the expectation and performance of interns on each outfield service professional ability items of catering and the importance of each outfield service professional ability items regarding to the basis of receiving further training in the business. The questionnaire issued 200 questionnaires and collected 152 valid replies. The result is analyzed with IBM SPSS 20.00 and descriptive statistics, one-sample t-test, ANOVA, and posteriori comparison (Tamhane's T2) are applied. The study finds : 1.All respondents are expectant on the outfield professional abilities of interns, and the regular staffs of different business types show difference on expectation. 2.All respondents have good perception on the actual performance of the outfield professional abilities of interns, and the regular staffs of different business type, seniority, experience of training interns, amount of interns of working place show difference on the perception of performance. 3.All respondents dissatisfied the outfield abilities the interns own, and the regular staffs of different backgrounds show no significant difference. 4.All respondents consider the items of the outfield professional abilities are important to further training. Besides, the study shows the priority of satisfaction degree and importance of the intern professional ability items which the regular staffs perceive with Importance Performance Analysis (IPA) method as below: 1.The most satisfied ability items by order are : “do promotion activity “ , “offer order suggestion by customer demand” , “understand and use hand tools and equipments correctly” , “understand how the restaurant does business” , and “maintain the good status of the counter and service area”. 2.The most dissatisfied ability items by order are : “maintain positive relationship with coworkers” , “maintain stable service quality and work standard” , “the ability of oral communication” , “have the basic foreign language ability of catering” , and “the ability of observing customers’ needs”. 3.The most important ability items by order are : “maintain cleanliness of working place” , “maintain sanitation of working place” , “have professional service attitude” , “have professional dedication” , and “have kind service attitude”. 4.The least important ability items by order are “understand the regulation of promoting position”, “notice the knowledge of new products in the market”, “understand the basic knowledge of wine”, “do promotion activity “, and “know the professional terms”. 5.There are 16 professional ability items located in 4th quadrant and the most of them belong to affective domain . They should be improved aggressively. According to above, the study offers suggestions to the catering department of vocational high school running cooperative education system, the students in the cooperative education system, and the future researchers. Keywords: rotating cooperative education program, professional competency, satisfaction, importance, importance performance analysis.