以Kano二維品質模式探討國小教師週三進修服務品質與滿意度之研究

A Study on the Service Quality and Satisfaction of Further Education of Elementary School’s teachers on Wednesday by Kano Model

謝金燕(Chin-Yen Hsieh)

指導教授 ： 蔡碩倉

亞洲大學/管理學院/經營管理學系碩士在職專班/碩士(2009年)

摘要

終身學習時代，觸角已深入社會各階層，站在教育第一線的國小教師為因應教育改革的質變，藉由進修充實教育新知、學習新教學技能，已成為刻不容緩的課題。目前各小學以週三下午自行規劃進修研習活動，一方面不影響課務且又能除去路途奔波的問題，儼然已成為國小教師進修的主要途徑。本文藉由Kano二維品質模式探討國小教師週三進修服務品質屬性，將服務品質予以歸類為魅力品質、當然品質、一元品質、無差異品質及反轉品質等五類，並進一步分析教師參與週三進修滿意度，釐清可增加滿意及減少不滿意的品質項目。研究發現，大多數國小教師對週三進修服務品質的認知，絕大部分不具二元觀念，傳統一元看法仍佔多數，但也有如「現代化新穎設備的場地」及「場地安排具吸引力」等可增加教師滿意度的魅力因素。此外，教師之年齡、教育程度、教學年資、擔任職務、學校規模及一學期參加週三進修的次數，對週三進修服務品質滿意度，具有顯著差異。

關鍵字

週三進修 ； 服務品質 ； 滿意度 ； 二維品質模式

並列摘要

The time of life learning has been spread to every social stratum in depth. In order to face the qualitative change of education reforms, it is urgent for the teachers of elementary school, that are positioned at the first line of education, to replenish the educational news and learn the new teaching method by pursuing further education. Presently, every elementary school plans the activities of further education by themselves in the afternoon on Wednesday which becomes the main way for elementary school’s teacher to pursue further education. It will not influence the course and save the problem of transportation. The study applies Kano’s Two-Dimensional Perspective to search the character of service quality of further education of elementary school’s teachers on Wednesday and analyzes the increased and decreased quality item by searching the teacher’s satisfaction for pursuing further education in Wednesday. The service quality is classified according to Attractive Quality, Must-be Quality, One-dimensional Quality, Indifferent Quality and Reverse Quality. The study discovers that most of teachers have an idea of One-Dimension more than Two-Dimension on the service quality of further education on Wednesday. Some reasons will increase the attractive factors of teacher’s satisfaction, like “the modern place with new equipment” and “the attractive place arrangement”. Besides, the satisfaction of service quality of further education on Wednesday will also be influenced by teacher’s age, level of education, seniority of teaching, position, school scale and the times that attending further education.

並列關鍵字

Further Education on Wednesday ； Service Quality ； Satisfaction ； Kano’s Two Dimension Model

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