農會家政推廣工作服務品質之研究－以屏東縣麟洛鄉農會為例

A Study on the Service Quality of Home Economics Extension Program – A case of Linluo Township Famer’s Association

張綉惠(Change, Hsiuhui)

指導教授 ： 彭克仲

國立屏東科技大學/管理學院/農企業管理系所/碩士(2012年)

https://doi.org/10.6346/NPUST.2012.00136

摘要

本研究旨在探討個案農會家政班班員對於農會在家政推廣工作上所提供的服務品質，其服務期望（重要程度）與服務知覺（滿意程度）之間是否有差距，並運用重視－表現程度IPA分析法及配合SWOT模式來分析優缺強弱項目，提出提升服務品質之建議，以供個案農會未來家政推廣工作之參考。
在課程及活動內容規劃方面，以「營養保健與疾病預防」、「家庭經濟與理財」、「高齡者生活輔導」等為前三項優先選擇項目。
綜合IPA分析與SWOT分析結果，得出相同的關鍵題項如下：1.在「繼續保持、機會(O)」方面：有「講師教學態度認真」、「講師有足夠的專業知識回應班員的需求」、「講師授課進度快慢適中，使用的教材及呈現方式恰當」等3項。2.在「供給過度、優勢(S)」方面：為「家推人員承諾的事均會及時完成，不會因忙碌而忽略班員」1項。3.在「較後改善、劣勢(W)」方面：有「活動課程表編排一目了然」、「班會活動或課程內容符合我的需求」、「活動或課程規劃適合班員的程度」等3項。4.在「立即改善、威脅(T)」方面：為「活動或上課環境明亮整潔舒適」、「家政推廣人員能安排班員參與其他團體的觀摩學習機會」等2項。建議個案農會針對指標項目依優先順序改善，以提高家政班員對農會家政推廣工作服務品質的滿意度。

關鍵字

家政推廣 ； 服務品質 ； IPA分析 ； SWOT分析

並列摘要

This study is to investigate the service quality of Home Economics Extension Program provided by Farmers’ Association, to see whether there is a gap between the service expectation (the degree of importance) and the service perception (the degree of satisfaction) from the program participants, and to apply the Important Performance Analysis (IPA) for finding out the SWOT of the program in order to provide some suggestions to improve the service quality of the future Home Economics Extension Program.
In terms of curriculum and content design, healthy nutrition and disease prevention, family economy and finance, life consultation of the senior citizens are the top three priorities.
Through both IPA and SWOT analysis, the key findings are as follows. First, in term of 「keep up the good work、(Opportunity)」, the lecturers’ diligent teaching attitude, the sufficient professional knowledge to meet the need of the program participants, the adequate speed of teaching together with the proper use of the teaching material and the media are most vital. Second, the「possible over skill、(Strength)」is that the program members always keep their promise to provide their service in time and never neglect the program participants even when busy. Third, the three「low priority、(Weakness)」include an easy to read program curriculum, the content of the program meets the need of the members, and the adequate curriculum design up to the participants’ ability. Fourth, in the field of 「concentrate here、(Threat)」, a bright and comfortable learning environment and visiting other groups for learning opportunities are two most important findings. This study suggests the Farmers’ Association to solve the problems according to the priority listed in order to improve the service quality of Home Economics Extension Program.

並列關鍵字

Home Economics Extension ； SERVQUAL ； IPA ； SWOT

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