科技大學學生滿意度之研究-TCSI模型驗證

A Study of Student Satisfaction : the application of the Taiwan Customer Satisfaction Index Model in University of Technology

劉苡婷(Yi-Ting Liu)

指導教授 ： 莊錦賜

嶺東科技大學/管理學院/經營管理研究所/碩士(2011年)

https://doi.org/10.6823/LTU.2011.00081

摘要

運用台灣顧客滿意指數 (Taiwan Customer Satisfaction Index， TCSI)模型的實證研究資料微乎其為，故本研究目的主要利用TCSI 模型，驗證影響學生滿意度的前因後果因素及比較男女學生與四個學院學生滿意度的差異。研究對象為台中市某科技大學在學學生，採用便利抽樣，共發放1211份問卷，有效回收率為82.5%。分析採用部分最小平方路徑建模法(Partial Least Squares Path Modeling , PLSPM) 估算學生滿意度及其相關前因後果變項之分數。其各分量表組合信度(CR)皆在0.90以上，各構念的平均變異抽取量(AVE)均大於0.68。學校整體之研究結論除學生期望對認知價值有正向影響不成立外，其餘各構念間關聯性皆成立，TCSI模型運用在學校學生滿意度分析具相當解釋力(R2=0.73)。在認知品質與認知價值對學生滿意度影響上，男女生模型路徑係數達顯著差異(p< 0.05)，其它路徑差異性則呈現不顯著；在學校形象對學生信任度、學生期望對認知品質、學生滿意度對學生信任度影響上，部分學院模型路徑係數達顯著差異(p< 0.05)，其它路徑則呈現不顯著。全校學生滿意度分數42.8分，相較2010年新加坡公布全國大學滿意度分數65.5分偏低。策略矩陣圖分析顯示學校教室設備必須立即改善。

關鍵字

TCSI ； 學生滿意度 ； PLSPM ； 策略矩陣圖

並列摘要

This study, based on TCSI Model hardly used for information collections before, aims to testify the factors affecting how satisfied students are with schools they are in, as well as the differences between male and female students with different majors in various colleges in Taichung City. With 1,211 questionnaires issued and valid collection rate reaching 82.5%, the analysis method, Partial Least Squares Path Modeling, is used to estimates students satisfaction and points on causes and effects. In short, with Composite Reliability (CR) above 0.90, and Average Variance Extracted (AVE) greater than 0.68, it indicates that the positive connections among factors, except students expectations toward perceived values. The usage of TCSI in analyzing students satisfaction is so precise and accurate (R2 = 0.73) that the path coefficient of male and female model is apparently known as (p< 0.05) about how the perceive quality and perceive value influence students satisfaction. Also, the variations of other path coefficients are not clear enough. On questions like how school images, students loyalty, students expectation, perceived quality, students satisfaction, including students loyalty, affect students satisfaction. What is more, the path coefficient of other departments is clearly seen (p< 0.05). The outcome of the all students satisfaction is 42.8 points, lower than 65.5 points in Singapore in 2010. From Important-Performance Analysis (IPA) on the schools, the urge for facilities renovation, improvement on the administration staff and services they provide should be taken seriously.

並列關鍵字

TCSI ； Student Satisfaction ； PLSPM ； IPA

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