行政服務品質與學生滿意度及忠誠度之相關研究－以L科技大學為例

本研究目的針對學校不同行政單位的行政服務品質與學生滿意度與就讀忠誠度之間的關聯性，進行研究。此研究利用ANOVA、路徑分析等研究方法下，所得到結果如下: 一、各行政單位的行政服務品質對學生滿意度呈現顯著正向關係，各行政服務品質對就讀忠誠度呈現顯著正向關係，學生滿意度對就讀忠誠度呈現顯著正向關係，學生滿意度對於行政單位之行政服務品質與就讀忠誠度之間的中介效果顯著存在。二、就學校各行政單位的總效果分析結果而言，圖書館的總效果最高，學務處與教務處次之，再來是總務處，資訊網路中心位居最後。三、性別對於各行政服務品質的認知程度不顯著。就讀學院、就讀本校原因、年級對於各行政服務品質的認知程度皆呈現顯著差異。四、就事後多重比較分析結果，對於圖書館、總務處、教務處等單位之行政服務品質認知差異而言，就讀學院的差異主要來自於管理學院與資訊學院之認知差異；就學務處與資訊網路中心等單位而言，就讀學院的差異主要來自於資訊學院之認知程度顯著高於其他各學院。

關鍵字

行政服務品質；學生滿意度；就讀忠誠度；中介效果

並列摘要

This study explored the relationships among different administrative units of school, student satisfaction, student loyalty. After the discussion of ANOVA and path analysis, this study indicated following conclusions. Firstly, the relationships among different administrative units of school, student satisfaction, as well as studying loyalty, demonstrated the significantly positive relationship, with the significance of the mediating effect resulted from student satisfaction. Secondly, as far as total effects of administrative units were concerned, the Library’s total effect was ranked as the highest, followed by office of Student Affairs as well as office of Academic Affairs, then was office of General Services, and the last is Information and Network Center. Thirdly, under the 5% significance level, the gender won’t generate significantly the differentials of administrative service quality. Whereas, the colleges, reasons for selecting school, and grade will affect significantly the perception of administrative service quality. From the perspectives of post-comparison analysis, the major differences for the perception of administrative service quality among Library, office of General Services, office of Academic Affairs, resulted from the groups between management college and information college. As far as office of Student Affairs and Information and Network Center, the differentials resulted from the higher perception of information college than others.