大學校院諮輔人員之顧客滿意導向與專業承諾對其工作滿意影響之研究

張義雄

doi:10.6846/TKU.2011.00016

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大學校院諮輔人員之顧客滿意導向與專業承諾對其工作滿意影響之研究

The influence of customer satisfaction and professional commitment of counselors in universities on job satisfaction

張義雄 , Masters　　Advisor：張家宜　　

繁體中文 DOI： 10.6846/TKU.2011.00016

諮輔人員；顧客滿意導向；專業承諾；工作滿意； counselors ； customer satisfaction oriented ； professional commitments ； job satisfaction

Abstract │ Reference (161) │ Altmetrics

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The low fertility (the declining of birthrate) has been brought the difficulties of managing in university and institute of Taiwan in the future. When students confront with the stress of study and emotional difficulties, they usually get help from the counseling unit in university. The Counseling unit is only in university and college and processes part of the administrative affairs. When the counseling unit faces the professional requirement and the other professional requirement, it will encounter choices. Therefore, the main purpose of this research is to explore the analysis of the orientation of customer satisfaction of counselors to the professional commitment, the job satisfaction.
This study has taken the sample of the universities in Northern Taiwan included Ilan county, New Taipei city, Taipei city, Taoyuan county and Hsinchu city and county. After the adjustment of the five experts’ survey, then test facilities, at last resulted three kinds of questionnaire. There are 164 samples recovered in 318 samples. Response rate was 51.6%, and total valid sample was 140, the effective sample rate was 85.37%. This study is quantitative research and using Multiple Regression Analysis, t test, Descriptive Statistics, reliability analysis, validity analysis and the analysis of variance (ANOVA), and factor analysis will be collected data into effective information.
This research has got the following conclusion.
1.	There is a significant relationship between counselors’ customer satisfaction oriented and professional commitments. Most of the assumptions of customer satisfaction oriented and professional commitments are true, there is only the cognitive and professional commitments are not significant in the concept of customer priority.
2.	The customer satisfaction oriented of counselors has the positive influence to the job satisfaction. This verification provides information about the positive influence of the satisfaction of work environment and the satisfaction of colleagues’ relationship. And the initiative of assist in labor terms also has a positive impact.
3.	The professional commitment of counselors has the significant impact on the job satisfaction. The level of job identification also affects the satisfaction of job, working environment, the growth of self and labor terms positively. With this conclusion, hoping that the education administration and university can have the direction and principle on the demands of counselors.

Reference ( 161 ) 〈TOP〉

王文瑞（2006）。臺灣區五星級飯店商務俱樂部會員對服務品質滿意度之
連結：
田欽文（2007）。國民中學兼任行政職教師工作滿意與組織承諾關係之研究
連結：
江淑娟（2008）。國中教師人格特質、生活壓力與工作滿意度之相關研究。
連結：
李新鄉（1993）。國小教師教育專業承諾及其相關因素之研究。國立政治大
連結：
李進明（2003）。工作滿足、組織承諾與專業承諾關係之研究以國軍憲兵幹
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