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題名 | IPA模式探討學生事務服務品質研究=Research on Quality Association of Student Affairs Service Based on IPA Model |
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作者 | 曾俊傑; 王文正; Tseng, Chun-chien; Wang, Weng-cheng; |
期刊 | 華醫學報 |
出版日期 | 20170600 |
卷期 | 46 2017.06[民106.06] |
頁次 | 頁26-45 |
分類號 | 527.3 |
語文 | chi |
關鍵詞 | IPA模式; 服務品質; IPA model; Service quality; |
中文摘要 | 私立大學每學期會因學生休、退、轉學現象頻繁形成內部經營壓力,如何提高學生事務服務品質,已成為大學重要的經營管理議題。因此,本研究旨在探討服務品質重要程度與滿意程度之關係,以某私立科技大學學生事務為探討標的,採用調查法,以學生事務服務實務工作項目設計問卷,針對大學、專科與研究所的學生為研究對象,合計以9,301人為調查母體,抽樣發放1,256份問卷,有效樣本1,147份,並以重要性-績效分析模式(IPA:Importance Performance Analysis),找出學校學生事務服務品質的優勢與劣勢,以修訂符合學校管理當局學生服務策略,並做為改善未來服務品質之依據。研究結果發現,學生對於學校學生事務服務品質與實際認知的品質有顯著差異,即模式中應改善的缺口是存在的。而在實務學生事務之現場亦獲知,學校學生事務管理單位之管理者應重新檢視人力與資源投入的適度性,並加強學生認知程度的學生事務服務品質的問題有:(1)導師輔導回饋問卷與現實有落差;(2)服務態度待改善;(3)公告服務事項無法有效傳遞;(4)職務代理制度未落實等四項,讓學生感受到學校服務品質不佳之現象。最後,依據研究結果,對某私立科技大學學校學生事務管理階層提出建議,以做為學生事務的經營管理及服務品質改善之參考。 |
英文摘要 | Internal operating pressure caused by students' suspension, dismissal and transfer of school would be the periodical issue for private universities in every semester. How to improve services has become the highlighted topic for university management.Therefore, the purpose of this study is to explore the relationship between the importance degree of service quality and the satisfaction degree. For the advanced research objectives on a private university, the questionnaire is designed with the focus on the practical service of student affairs for the undergraduates and graduate students. The total number of 1,207 questionnaires and 1,147 valid samples were collected by 9,301 people, and the advantages and disadvantages of the school students' service quality were found by the importance analysis model (IPA: Importance Performance Analysis). To revise the student service strategy and management as a basis for improving the quality of future services. The results show that there is a significant difference between the quality of students' service quality and the actual cognition, that is, the gap in the model should be improved. For the operative field of students affairs, the relevant managers should :(1) feedback questionnaire on mentors ;(2) service attitude to be improved; (3) notice of service matters can not be effectively delivered; (4) job agency system is not operative effectively, causing the weak performance for students affairs. Aaccording to the results, this study provide the suggestions for the student affairs management of a private university and for the improvement of student service quality. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。