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題名 | 技職院校學生宿舍服務品質之研析--以中部地區某科技大學為例=A Study on Dorm Service Quality of Technology Universities--Case of a University of Science and Technology in Central Taiwan |
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作者 | 劉明盛; 吳許得; 邱婉婷; 林忠志; 詹惠琪; 呂葦倫; 劉懿瑩; Liu, Mean-shen; Wu, Sheu-der; Chiu, Wan-ting; Lin, Zhong-zi; Zhan, Hui-chi; Lu, Wei-lung; Liu, Yi-hui; |
期刊 | 遠東學報 |
出版日期 | 20090600 |
卷期 | 26:2 2009.06[民98.06] |
頁次 | 頁327-348 |
分類號 | 524.785 |
語文 | chi |
關鍵詞 | 精緻化Kano模式; 滿意度; 服務品質; Kano re-define models; Satisfaction; Service quality; |
中文摘要 | 大專院校遍佈全台各地,大學生寄宿學校宿舍的為數不少,學校的住宿 生活將影響其學習表現;而學生對宿舍服務的需求為何?對學校宿舍服務的 滿意度為何?值得學校探究;近來政府財政困難因此學校須自籌經費,故經 營須注意盈虧,在宿舍經營方面,由於學生逐年降低,加上私人機構經營的 學生宿舍加入競爭行列,因此學校應注重宿舍的服務品質。 本研究應用精緻化 Kano 模式分析的歸類,研究結果可使宿舍服務品質的 分類更精確化,有助於宿舍服務品質改善策略的訂定,提供更精確的資訊, 讓學校行政單位據此設定標準服務與選擇性服務的項目,例如「冷氣空調」、 「居住環境」應設定為標準服務;「代收郵裹」應為標準服務,但應自行付費; 「衛浴設備」、「洗衣機」、「熱水供應」、「足夠光線」、「電力設備」、「電梯設 備」、「消防維護」、「修繕速度」、「公共區域」、「通風程度」、「分配合理」應 設定為標準服務,但成本應反映至收費中;「休閒設施」、「消防檢查」、「牆壁 乾淨」、「寒暑住宿」、「監視錄影」、「逃生設施」應設定為標準服務,但成本 考慮可以採取自動化或委外經營;而「輔導活動」、「安全宣導」,為了降低成 本,學校不需要提供該品質要素,值得學校行政單位重視。 |
英文摘要 | Universities are everywhere in Taiwan and there are also a numerous dorm students. The dorm life at schools will naturally affect students' academic performance. How about students' demands to dorm service? How about their satisfaction to dorm service at schools? It is worthy of further research. Recently, due to governments' tight financial conditions, universities must raise fund by their own. Thus, universities start to pay close attention to economic balance. About dorm management, it is naturally required for close attention to dorm service quality because of gradually decreasing students year by year and private dorm facilities joining the competition. This research is operated with the corrected categorization of Kano Re-define Models. Research results can make the categorization for dorm service quality more precise. It is helpful to create the improvement strategies for dorm service quality. More precise information can be provided available for school administration unities to regulate the items for standard service and optional service .For example, air conditioning, living environment should be categorized as the items of standard service. Parcel receipt service can be categorized as the payable standard service item. Furthermore, toilet facilities, laundry facilities, hot water supply, sufficient lighting, electrical equipment, elevator equipment, hydrant maintenance, repair speed, public zones, ventilation and reasonable resource distribution should be categorized as the items of standard service. However, the cost can be compensated from payable fees. Recreation facilities, hydrant inspection, clean walls, dorm service available for summer and winter vacation and emergency exits should be categorized as standard service. Under cost consideration, the service items can be automatized or outsourced. To reduce cost, it is unnecessary for schools to provide the quality factors like consulting activities and safety advocacy but they should be highlighted by school administration unities. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。