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  • 學位論文

國立高中職游泳池委外經營之顧客滿意度研究

A Study on Customer Satisfaction Index for Outsourcing of National Senior High/Vocational School Swimming Facilities

指導教授 : 李明榮
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摘要


教育部計畫在2005年至2008年內,投注將近新台幣21億元興建與整建學校游泳池以推動學生游泳能力,然而在政府財政日益拮据,學校游泳池設施的經營將面臨人力短缺與經費不足。因此,學校游泳池設施委外經營必然成為未來趨勢。本研究欲瞭解目前國立高中職學校游泳池設施委外經營的現況與顧客的滿意度為何?游泳池委外後,其營運成效與經營管理、地區人口間,究竟有無關聯? 本研究係以依照促進民間機構參與公共建設法(以下簡稱促參法)完成游泳池設施委外經營簽約之國立高中職與民間機構為母體調查及訪談對象,並且以訪談與問卷調查為工具,以訪談調查法(Interview Survey)、問卷調查法(Questionnaire Survey)與內容分析法(Content Analysis)來進行現況與顧客滿意度資料之分析研究。 本研究訪談調查發現:國立高中職學校游泳池辦理委外經營已簽約者共8間;每年可節省政府公帑約新台幣2,121萬元,民間機構2004年度營業額總計約新台幣8,400萬元;各校游泳池與校園區隔情形,對於校園安全及清潔維護、學生生活管理皆會造成影響;假設學校依據促參法由民間機構以OT(Operate and Transfer)、ROT(Rehabilitate-Operate-Transfer)、BOT(Build-Operate-Transfer)等營運模式經營,確實能節省政府支出、提高顧客滿意度。 本研究滿意度調查發現:游泳池使用者對於游泳池委外經營之滿意度,除了附加設施較不滿意以外,其餘確實獲得大多數游泳池使用者的肯定與支持。

並列摘要


The Ministry of Education plans to invest near 2.1 billion N.T. dollars in rebuilding school swimming pools within four years to enhance students’ swimming ability. Yet, due to the growing tight finance of our government, the management of school swimming facilities, which faces the problems of staff and funds shortage, tends to be outsourced in the future. And this research is about to realize the present situation and customer satisfaction index of those schools that have outsourced their swimming pool facilities, and furthermore, to understand after the outsourcing, does the outcome and management have any connections with the area population? This research is done by interviewing and investigating some national senior high/vocational schools which have completed their contracts according to the Law for Promotion of Private Participation in Infrastructure Projects (LPPPIP), and also analyzed by the tools of interview and questionnaire and based on interview survey, questionnaire survey and content analysis in gathering the data of the present situation and customers’ satisfaction index. The research interview gets the conclusions that there are eight national senior high/vocational schools which have outsourced their swimming pools, and this saves our government 21.21 million N.T. dollars per year, and regarding the private institutions, their annual turnover in 2004 comes about 84 million N.T. dollars; while the segregating condition between the schoolyard and the swimming pool area has certain influence on school security, cleaning maintenance, and students’ management; but actually, supposing school swimming pools are privatized their business according to LPPPIP under the method of Operate and Transfer (OT), Rehabilitate-Operate-Transfer (ROT), Build-Operate-Transfer (BOT), they can no doubt save government expenditures and promote customer satisfaction index. The conclusion of the customer satisfaction index: most of the customers who use the school swimming pool support and approve with some promotion about the appendant facilities, the privatization.

並列關鍵字

Outsourcing LPPPIP OT ROT BOT Consumer Satisfaction Index

參考文獻


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被引用紀錄


王新億(2012)。臺中市國民小學游泳教學實施現況、滿意度、困擾程度之關係研究〔碩士論文,中臺科技大學〕。華藝線上圖書館。https://doi.org/10.6822%2fCTUST.2012.00071
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李正淼(2007)。台東縣體育場館委外經營管理之研究-以台東縣立游泳池為例〔碩士論文,亞洲大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0118-0807200916281666
潘明有(2008)。高中職游泳教學教練領導風格對教學績效影響之研究〔碩士論文,亞洲大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0118-0807200916281773
莊淑美(2009)。地方政府設施設備委託經營風險因素認知之研究〔碩士論文,國立臺北大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0023-2008200910221600

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