影響高職餐飲管理科教學服務品質相關因素之研究

A Study on Related Factors of Affecting Teaching Service Quality in the Food and Beverage Management Department of Vocational High Schools

黃馨儀(Hsin-Yi Huang)

指導教授 ： 曾淑惠

國立臺北科技大學/人文與科學學院/技術及職業教育研究所/碩士(2007年)

摘要

本研究欲瞭解影響高職餐飲管理科教學服務品質相關因素，研究方法採問卷調查法，研究工具為「影響高職餐飲管理科教學服務品質相關因素之研究－教師之調查問卷」與「影響高職餐飲管理科教學服務品質相關因素之研究－學生之調查問卷」，以高職餐飲管理科教師與學生為研究對象，教師部分，採普查方式共計發放369份問卷，回收問卷278份，得有效問卷264份，有效問卷回收率71.54%；學生部分，採分區叢集抽樣，共計發放1001份問卷，回收問卷895份，得有效問卷891份，有效問卷回收率89.01%。問卷回收資料利用SPSS統計軟體進行描述性統計、單一樣本t檢定、獨立樣本t檢定、單因子變異數分析、多元逐步迴歸等方法，經資料分析，獲得以下結論：
一、組成高職餐飲管理科教學服務品質之構面包括有形性、可靠性、反應性、保證性、生涯輔導與學習關懷共六大構面。
二、影響高職餐飲管理科教學服務品質之外部因素包括屬性變項與知覺變項。
三、高職餐飲管理科教學服務品質之整體感受之傾向程度，高職餐飲管理科教師感受傾向高於「中高程度」，高職餐飲管理科學生感受傾向高於「中等程度」。
四、高職餐飲管理科教師不同屬性變項對高職餐飲管理科教學服務品質並無顯著差異，高職餐飲管理科學生其「就讀學校屬性」、「就讀學校所在地」、「母親教育程度」、「是否擁有餐飲管理科相關證照」對高職餐飲管理科教學服務品質之整體與各構面皆有顯著差異。
五、高職餐飲管理科教師與學生對於高職餐飲管理科教學服務品質之整體及各構面皆有顯著差異。
六、高職餐飲管理科教師不同屬性變項與知覺變項對高職餐飲管理科教學服務品質具預測力。

關鍵字

高職餐飲管理科 ； 教學服務品質 ； 相關因素

並列摘要

The study was to learn the related factors of affecting teaching service quality in the food and beverage management department of senior vocational schools. The method used in study was questionnaire survey, and research tools were two separated tables of affecting teaching service quality in the food and beverage management department of senior vocational schools. One was designed for teachers, and the other was designed for students. Both teachers and students in the food and beverage management department of senior vocational schools were the object of study. Census was used for teachers' portion: 369 copies of questionnaire were dispatched. 278 responses were collected. The valid questionnaires were 264 copies, and valid return ratio was 71.54%. Cluster sampling was used for students' portion: 1001 copies of questionnaires were dispatched. 895 responses were collected. The valid questionnaires were 891 copies, and valid return ratio was 89.01%. Those valid questionnaires were analyzed by using SPSS program as descriptive statistical, one-sample t-test, independent samples t-test, one-way ANOVA, diverse stepwise regression analysis and etc. The major findings of this study are as follows:
1. Teaching service quality in the food and beverage management department of senior vocational schools is formed by six aspects as tangibles, reliability, responsiveness, assurance, career guidance and learning care.
2. Teaching service quality in the food and beverage management department of senior vocational schools is affected by external factors such as, attribute variable and perception variable.
3. To the overall level of teaching service quality in the food and beverage management department of senior vocational schools, teachers' portion fell into of over-high intermediate, and students' portion fell into of level over-intermediate.
4. For teachers' portion, there is no significant difference in teaching service quality in the food and beverage management department of senior vocational schools for different attribute variables. However, for students' portion, there is a significant difference in overall and each aspect due to the variables such as, the attribute of school, the location of school, the mother’s education background, and the related certification of the food and beverage management.
5. There is a significant difference in overall and each aspect of teaching service quality in the food and beverage management department of senior vocational schools between teachers and students.
6. The variables of teachers' attribute and perception can predict teaching service quality in the food and beverage management department of senior vocational schools.

並列關鍵字

food and beverage management department of senior vocational school ； teaching service quality ； related factor

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