補習班服務品質與顧客滿意度相關之研究

The Service Quality and Customer Satisfaction Index of Cram Schools

曾嘉隨(Chia-sui Tseng)

指導教授 ： 林海清

中臺科技大學/護理學院/文教事業經營研究所/碩士(2010年)

摘要

中文摘要
補習教育是文教事業服務產業的典型代表之一，透過高品質的服務才能締造顧客的滿意度。因此補習班必須達成家長期望，增進孩子學習成效，提供符合孩子期望與需求的服務，此為補習班業者經營成效之指標。本研究的主要目的，在探究當前補習班服務品質與顧客滿意度之情況，並從中分析不同背景變項之學童家長對補習班服務品質的差異，以及分析不同背景變項之學童父母對於補習班之滿意度。
本研究係以台中縣市文理補習班之安親、課輔班之學生家長為研究對象，採立意抽樣進行問卷調查，針對臺中市、臺中縣六所補習班之學生家長發放問卷300份，回收樣本採t檢定、變異數等統計方法進行資料分析，藉以探討期望服務品質與滿意度之相關性，並就研究結果分析加以綜合討論。本研究得到幾項結論：一、教學品質及環境品質是為提升服務品質的最有效方法；二、教師教學及學習成效是為提升顧客滿意度最有效方法；三、家長對補習班「服務品質」會因「個人背景」(性別、年齡、教育程度、職業、家庭總所得)之不同而有顯著差異；四、家長對補習班「滿意度」會因「個人背景」(性別、年齡、教育程度、職業、家庭總所得)之不同而有有顯著差異；五、家長對補習班「服務品質」與「滿意度」之間存在顯著相關

關鍵字

補習班 ； 顧客滿意度 ； 服務品質

並列摘要

Supplementary School is a typical representative of Cultural and Educational. Through the high quality service, we may establish the customer’s satisfaction. Therefore, Supplementary School should achieve parents’ expectation, enhance children’s learning efficiency and provide the service which can meet children’s expectation and needs. That is, the purpose and the target for a Supplementary School operator.The main purpose in this research are to explore the relationship between the service quality of Supplementary Schools and customer’s satisfaction nowadays by analyzing the service quality Supplementary School for different backgrounds student parents and analyzing the Supplementary School satisfaction for different background student parents.
This research is conducted on questionnaires for parents in After-School Care and Program in Taichung County. The questionnaires had gathered and separated by samples. I sent 300 samples as questionnaires to 6 Supplementary Schools in Taichung County and Taichung City. The data and the results will be assembled and analyzed by statistics methods as T-examine, Variation to explore the connection between service quality and satisfaction. Finally, the data and results are analyzed and a comprehensive discussion is held as well. Several conclusions are to be got as follows：I. Offering good and substantial teaching quality and environment equipments are the factor of success to raise service quality.II. Teachers’ teaching methods and children’s study efficiency are the factors to success to raise customer’s satisfaction.III. The significant differences from parents choosing service quality of Supplementary School are because of their personal backgrounds such as genders, ages, education degrees, careers, and the total family income.
IV. The significant differences from parents choosing satisfaction of Supplementary School are because of their personal backgrounds such as genders, ages, education degrees, careers, and the total family income.V. A huge connection exists between parents’ consideration about Service Quality of Supplementary School and Satisfaction of Supplementary School

並列關鍵字

quality of service ； satisfaction of customer ； the supplementary school

參考文獻

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