學校服務品質量表的發展與因素結構之研究

本研究旨在發展一份有嚴謹因素結構的學校服務品質量表。首先以Parasuraman、Zeithaml與Berry等學者有關服務晶質的10個潛在因素為基礎，發展測量變項，再透過探索性因素分析，重新進行測量變項的分類。其次，以612位臺南縣國民小學教師為樣本，採隨機方式，分為兩組，第一組樣本用以驗證性因素分析，並採用比較競爭模式適配度方式選擇最簡效模式，進而以檢定此一最簡效模式之信效度，包括個別項目信度、組成信度、收斂效度、區別效度。第二組樣本則對最簡效模式，進行交叉效度驗證，以確保因素結構的穩定性。本研究結果發現，所發展的「學校服務品質量表」共有5個潛在因素（有形性、可靠性、反應性、保證性、關懷性）、15個測量變項，可作為學校服務品質的有效測量工具。其次，證實學校服務品質是二階的因素結構，且具有穩定性。

關鍵字

PZB模式； SERVQUAL量表；交叉效度分析；學校服務品質；驗證性因素分析

並列摘要

The purpose of this study is to develop a school service quality scale (SSQ scale) with rigorous factorial structure. First, this study is based on ten latent factors of PZB's service quality to develop the measuring items; then, these items are reclassified by exploratory factor analysis. Second, this study collects 612 valid samples from the teachers of elementary schools in Tainan County and randomly divides the samples into two sets. The first sample set is used to conduct confirmatory factor analysis. This study adopts the way of comparing the model fitness of the competitive models to choose the best model, and in turn, this study further tests the reliability and validity of the best model, including individual item reliability, composite reliability, convergent validity and discriminant validity. At last, using the second sample set, this study analyzes the cross-validation of the best model to assure the stability of the factorial structure.This study has two contributions. The first contribution is to have developed a copy of SSQ scale including five latent factors (tangibility, reliability, responsiveness, assurance, and empathy) and 15 measuring items as an effective measuring instrument for school service quality. The second contribution is to have verified SSQ is a two hierarchical factorial structure and the structure is stable.