A Study of Service Quality and Satisfaction on Academic Administration: A Case of the Air Force Institute of Technology

• Main Authors: Ping-ling Chang, 章炳麟
• Other Authors: Hsiow-Ling Hsieh
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/66315296096586336972

碩士 === 義守大學 === 工業工程與管理學系碩士班 === 93 === The tasks of the military mainly focus on the warfare, and the basis of the warfare is the training. The military education has followed the laws and regulations concerned to ensure the quality of its education. It also sets the guidelines to cultivate professional personnel in all aspects. Under this well-organized educational system, the military has had various measurements, including life long learning, in order to promote all personnel’s quality comprehensively. On the other hand, the personnel can thus contribute to our country after retirement. The main purpose of this study is to discuss the relationship between promoting the quality of academic administration and increasing the customers’ satisfaction so that the academic administration can be enhanced and the ability of competition for the school can be upgraded. The main target sample of this study is the Air Force Institute of Technology. The total questionnaire issued is 377 copies, with 326 valid copies. The methods used in this study include descriptive statistics, expert validity and reliability analysis, independent sample t-test, one-way ANOVA, pearson of correlation, and Multiple stepwise regression. The analysis of all the data comes to the following conclusions: 1.Owing to the different backgrounds of customers being served, there comes difference among the expected service level, the perceived service level, and the overall satisfaction. 2.As to the guarantee of the perceived service level and concernly factors affect, the outside customers pose a higher value than the inside customers. 3.As to the overall satisfaction the academic administration service, the factors of curriculum and administrative support show significantly satisfaction. 4.They are pnly partly correlations between the customers’ expected service level and perceived service level. 5. They are pnly partly correlations between the customers’ expected service level and overall satisfaction. 6.It shows positive correlation between the customers’ perceived service level and the overall satisfaction. 7.The customers’ expected service level and perceived service level have obvious effects to predict the overall satisfaction. According to the conclusions, the suggestions for the academic administrative departments are as follows: 1.To improve the quality of service with the consideration of obvious difference from the customers’ expected level. 2.To improve the supply and demand of inside and outside customers. 3.To improve the teaching objectives according to the overall satisfaction.