桃園縣高中職教師對使用e化教學設備的行政服務品質滿意度之研究

A Study of Senior High School Teachers’ Satisfaction Toward Administrative Service Quality of Using E-Teaching Facilities in Taoyuan County

葉國威(Kuo-Wei Yeh)

指導教授 ： 林俊彥

國立臺北科技大學/人文與社會科學學院/技術及職業教育研究所/碩士(2012年)

https://doi.org/10.6841/NTUT.2012.00559

摘要

本研究旨在探討桃園縣公、私及縣立高中職教師對使用e化教學設備的行政服務品質滿意度為何？研究採用問卷調查法，以桃園縣公私縣立高中職教師為調查對象，透過P.Z.B.之SERVQUAL之22題項來修訂出合適的問卷做為研究工具，調查期望與實際感受的差異程度以便衡量其行政服務品質滿意的程度。問卷調查有效回收共414份問卷，調查所得資料經統計分析、t考驗及單因子變異數分析後，發現桃園縣高中職教師對使用e化教學設備的行政服務品質整體來說是超過滿意程度；當e化教學設備組合為「筆記型電腦配單槍投影機加布幕」時，教師對使用e化教學設備的行政服務品質滿意程度最高；而桃園縣高中職教師不因學制、性別、服務年資、學校規模、學歷而有所差異，但在學校屬性中國立高中職學校其滿意程度為最低，擔任職務中導師之滿意程度最低，故本研究乃建議未來學校採購或更新e化教學設備組合應以筆記型電腦配合單槍投影機加布幕為主，國立高中職學校應更重視e化教學設備行政服務品質，在e化教學設備的管理應訂定管理規章和增加防竊措施以減輕導師之管理負擔。最後，桃園縣高中職教師在使用e化教學設備的行政服務品質滿意度中期望與實際感受沒有缺口五的存在。

關鍵字

行政服務品質 ； e化教學設備 ； P.Z.B.

並列摘要

The main purposes of this study was to understand the differences that teachers perceive between the expected and the real administrative service quality of using e-teaching facilities in Taoyuan County, Taiwan by using P.Z.B. concepts. The supportive data was gathered with a self-developed questionnaire. The valid of return rate was 95.6% and the total questionnaires amount of 414 were analyzed with descriptive analysis, t-test, and One-way ANOVA, yielding the following results:
1. As a whole, the satisfaction toward administrative service quality of using e-teaching facilities in Taoyuan county acquired positiveness.
2. The facility combination of Notebook computer with Single Beam Projector had highest level of satisfaction.
3. The senior high school teachers being surveyed had no significant differences in their school system, sex, years of working, the amount of class, and academic background.
4. The satisfaction among public senior high school teachers was of the lowest level.
5. The satisfaction among senior high school administrative teachers was better than that among class teachers.
6. The administrative service quality of using e-teaching facilities in Senior High School in Taoyuan county did not have “Gap 5.”

並列關鍵字

Administrative Service Quality ； E-Teaching Facilities ； P.Z.B.

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