臺中縣高級職業學校行政服務品質與學生學習滿意度相關之研究

A Study of the Relationships between Service Quality of School Administration and Students’ Learning Satisfactionin Vocational High Schools in Taichung County

江崇麟(Chung-lin Chiang)

指導教授 ： 張清濱

中臺科技大學/護理學院/文教事業經營研究所/碩士(2009年)

https://doi.org/10.6822/CTUST.2009.00006

摘要

本研究目的在瞭解台中縣高級職業學校行政服務品質與學生學習滿意度的現況及兩者的相關性並比較不同學生背景變項在學校行政服務品質與學生學習滿意度的知覺差異情形。研究者探討台中縣高級職業學校行政服務品質與學生學習滿意度的相關性；進而分析台中縣高級職業學校行政服務品質對學生學習滿意度的預測力。
本項研究以台中縣17所高級職業學校學生為對象，以自編的「台中縣高級職業學校行政服務品質與學生學習滿意度」量表為研究工具，採利益取樣，共計發出960份、回收913份，回收率達95.1﹪。統計回收份數中有效之量表為893份，量表可用率達93.02﹪。調查所得資料以SPSS 12.0 版統計套裝軟體進行獨立樣本t考驗、單因子變異數分析、皮爾遜積差相關等統計方法進行資料結果的分析。
依據研究結果之分析與討論，歸納出下列研究發現：
一、台中縣高級職業學校行政服務品質的現況屬於「中等」程度；以「可
靠性」的知覺程度最高。
二、下列三個不同背景變項學生「有無擔任過幹部」、「不同年級」、「學
校所在地」，對台中縣高級職業學校行政服務品質知覺有顯著差異。
而「不同性別」與「不同科別」兩個不同背景變項學生對台中縣高級
職業學校行政服務品質知覺無顯著差異。
三、台中縣高級職業學校學生學習滿意度屬於中等程度，其中以「檢定、
證照與升學輔導」的知覺程度最高。
四、下列兩個不同背景變項學生「不同年級」、「學校所在地」，對台中
縣高級職業學校學生學習滿意度的知覺現況有顯著差異。而「不同性
別」、「有無擔任過幹部」、與「不同科別」三個不同背景變項學生
對台中縣高級職業學校學生學習滿意度的知覺現況無顯著差異。
五、台中縣高級職業學校行政服務品質對學生學習滿意度呈現顯著正相
關。亦即學校行政服務品質愈高，其學生學習滿意度也會較高。
六、台中縣高級職業學校行政服務品質對學生學習滿意度具有顯著的預測
力。亦即學校行政服務品質高低，可以預測學生學習滿意度程度。
最後依據研究結果與發現提出具體建議，以供職業學校及未來研究者之參考。

關鍵字

學習滿意度 ； 服務品質 ； 學校行政 ； 職業學校

並列摘要

The purposes of this study were to understand the current status of vocational high school administration service quality and students’ learning satisfaction in Taichung County and to compare the perception differences by students’ background variables in school administration service quality and students’ learning satisfaction. This study also involved the relationships between school administration service quality and students’ learning satisfaction so as to predict the students’ learning satisfaction from school administration service quality.
The data were collected by the participants who responded to the questionnaires. The participants were selected from 17 vocational high schools by different areas in Taichung County. The instrument of measurement was a self-made questionnaire, “The Relationships between School Administration Service Quality and Students’ Learning Satisfaction.” The questionnaires were sent to 960 students and 913 ones returned. The return rate was up to 95.1 %. There were 893 effective respondents and the usable questionnaire rate was 93.02%. The data collection was conducted by computer software SPSS version 12.0. The statistical methods used in the study were t-test, one-way ANOVA (Analysis of Variance), and Pearson cross-product correlation.
The findings of this study are listed as follows：
1. The points of school administration service quality reached medium average. The “reliability” ranked the highest.
2. Positive correlation between “cadre experience, different grade, and school location” existed in school administration service quality. But no significant difference between “gender and department” was found.
3. The points of school students’ learning satisfaction reached medium average. The “test skills, license, and advance to higher education guidance” ranked the highest score.
4. There was a positive correlation between “different grade and school location” on students’ learning satisfaction. But no significant differences among “gender, cadre experience, and department” were found.
5. Generally speaking, there was close correlation between school administration service quality and students’ learning satisfaction. In other words, the better administration service quality the schools have, the higher students’ learning satisfaction will be.
6. School administration service quality can make a prediction of students’ learning satisfaction. In other words, students’ learning satisfaction depends upon whether the school administration service quality is good or bad.
Finally, based on the findings of study, some suggestions are made for school organizations and future study.

並列關鍵字

learning satisfaction ； service quality ； school administration ； vocational high school

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