學校組織效能與服務品質滿意度之研究－以穀保家商為例

The Study on the Organizational Performance and Service Quality on the Sample of Ku-Pao Home Economics and Commercial High School

林淑錦(Lin Shu-Jin)

指導教授 ： 宋修德

國立臺灣師範大學/科技學院/工業教育學系在職進修碩士班/碩士(2010年)

摘要

本研究旨在探討學校教職員工知覺學校組織效能與學校學生知覺服務品質滿意度之研究，並以「私立穀保高級家事商業職業學校」為例，為達本研究之目的，首先透過文獻探討，建立本研究的整體架構，繼而發展「學校組織效能與服務品質滿意度之研究調查問卷」進行資料的蒐集。
在「學校組織效能知覺量表」中，以學校教職員工為調查對象，採普查法施測，共獲得有效樣本共138份，有效回收率達88.45%；研究之結果顯示，教職員工對學校組織效能知覺的傾向偏向正向；男性的教職員工對學校組織效能的知覺高於女性教職員工；「無」行政年資之教職員工對學校組織效能的知覺高於「有」行政年資之教職員工；「6-10年」導師年資之教職員工對學校組織效能的知覺高於「無」導師年資之教職員工；擔任「專任教師」職務之教職員工對學校組織效能的知覺高於擔任「校長,主任,組長,科主任」職務之教職員工；任教「專業科目」之教職員工對組織效能的知覺高於「無」任教科目之教職員工。
在「學校服務品質滿意度知覺量表」中，以學校學生為調查對象，採分層隨機取樣法施測，共獲得有效樣本共1026份，有效回收率達85.50%，研究之結果顯示，學生對學校服務品質滿意度的知覺傾向偏向正向；就讀「日間部」之學生對學校服務品質滿意度的知覺高於進修學校之學生；就讀「二年級」之學生對學校服務品質滿意度的知覺高於就讀「三年級」之學生。

關鍵字

學校組織效能 ； 學校服務品質

並列摘要

This study was to investigute the school staff member’s awareness of the school organization effectiveness and the students’ awareness of the service quality satisfaction based on Kuo-Pao Home Economics & Commercial High School. To attend this goal, literature review were proceeded previously in order to establish the research scheme, and questionnaire on the school organization effectiveness and service quality satisfaction was developed and fulfilled as well.
In the school organization effectiveness meter with gereral survey methodology, sampled on the school staff members, the effective received questionnaires are 88.45% from 138 valid questionnaires. The results were as follows: School staff members have positive awareness of the school organization effectiveness. Male staff members have higher awareness of the school organization effectiveness than the female ones. Staff members of none period of service have higher awareness of the school organization effectiveness than those with period of service. Staff members with 6-10 years of service have higher awareness of the school organization effectiveness than those without any period of service. Teachers without assuming any administrative positions have higher awareness of the school organization effectiveness than principal, chiefs, group leaders and heads of the department. Specific subject teachers have higher awareness of the school organization effectiveness than the staff members with no teaching task.
In the school service quality satisfaction meter with lamination random sampling methodology, sampled on the students, the effective received questionnaires are 85.50% from 1026 valid questionnaires. Having been statistically analysed, the datas come to some conclusions as follows: Students have positive awareness of the service quality satisfaction; ranked from high to low as follow: “ guarantee ”, “ reliability ”, “ concerning ”, “ visibility”, and “ reactivity”. Students of day school have higher awareness of the service quality satisfaction than those of night school. Students of the second grade have higher awareness of the service quality satisfaction than those of the third grade.

並列關鍵字

school organization effectiveness ； school service quality

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