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題 名 | 私立專科學校改制技術學院後學生滿意度之研究=A Study of Student Satisfaction with Colleges of Technology Transformed from Private Junior Colleges |
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作 者 | 郭德賓; | 書刊名 | 技術學刊 |
卷 期 | 15:3 2000.09[民89.09] |
頁 次 | 頁527-536 |
分類號 | 525.7 |
關鍵詞 | 技術學院; 顧客滿意; College of technology; Customer satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究探討影響技術學院學生滿意度的相關因素,發展技職教育學生滿意度評量模式。在三所由私立專科學校為改制技術學院的實證研究中發現:(1)當學生在選擇技術學院時,以「分數剛好」為首要考慮因素,其次是「地點較近」。(2)當學生對技術學院不滿意時,以「向親友抱怨」最多,其次是「自認倒楣」(3)學生在就讀之前,對技術學院懷有高度的期望,但是在就讀之後,實際知覺的績效並未能符合期望,二者之間有顯著的差距。(4)「績效與期望的差距」對「學生滿意度」有顯著的正向影響,「學生滿意度」對「學生忠誠度」、「口碑宣傳度」與「價格容忍度」均有顯著的正向影響。(5)三家技術學院除了在「學生的期望」上差異不顯著之外,在「知覺的績效」、「績效與期望的差距」、「服務品質」「服務價值」、「整體滿意度」、「學生的抱怨」、「學生抱怨處理」、「學生忠誠度」、「口碑宣傳度」與「價格容忍度」上,均有極為顯著的差異。(6)不同「性別」的學生,在整體滿意度上有顯著的差異。但是,不同「家庭所得」、「公私立高職」與「升學意願」的學生,在整體滿意度上並無顯著的差異。 |
英文摘要 | In this study, the author explores the factors that affect student satisfaction with colleges of technology, and develops a student satisfaction measurement model of professional education. In an empirical study on three colleges of technology which were transformed from private junior colleges, the major findings are as follows: (1) When students select a college of technology, the major factor which they consider is their score on the examination, the second factor is the location of the college of technology. (2) When students feel unsatisfied with the college of technology, they will complain to their relations and friends or keep silent. (3) Students have high expectations of a college of technology before they study, but the colleges’ perceived performance can’t match their expectations after they study; there is a significant gap between perceived performance and expectation. (4) Gap of perceived performance and expectations has a significantly positive effect on student satisfaction, students satisfaction has significantly positive effects on student loyalty, degree of recommendation, and price tolerance. (5) In contrast to lack of significant variance among the three colleges of technology in students expectation, perceived performance, gap between perceived performance and expectation, service quality, service value, overall satisfaction, student complaints, student complaint resolution, student loyalty, degree of recommendation, and price tolerance all have significant variance. (6) There is a significant variance of overall satisfaction between male and female students, but there is not significant variance of overall satisfaction of students among different family incomes, study in public or private high school, or cram school attendance. |
本系統中英文摘要資訊取自各篇刊載內容。