| Summary: | 碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 94 === This study primarily focuses on the expectation and perception of the service quality of Consultation Service Center for Foreign Workers in Changhua County (CSCFWCC) and the differences among foreign workers, employers and CSCFWCC. By understanding different backgrounds of foreign workers, the purpose of the test is to clarify whether the expectation and perception achieve the level of the service quality which Changhua County Government thinks to be. In this way, it is hoped that the differences between expectation and perception can be reduced to the minimum. Furthermore, both the satisfaction degree of the foreign workers to the service quality and the effectiveness of the CSCFWCC can be promoted at the same time.
This study is based both on the Service Quality Model proposed by Parasuraman, Zeithaml and Berry （1988）and on the five perspectives of the SERVQUAL chart : tangibles, reliability, assurance, responsiveness and empathy. With the opinions provided by experts and after the correction of the result of exploring factor analysis, an appropriate chart is established to investigate into the service quality of CSCFWCC. The survey had been used to consult 376 foreign workers and 260 employers chosen randomly from the area of Changhua County. Its validity reaches 79.5%. I then analyzed the research data by the descriptive statistical, t-test, one way ANOVA and scheffe’s Multiple comparison.
The results developed from the study are summarized as follow:
1. Employers’ expectations for the service quality of
Consultation Service Center for Foreign Workers from are generally higher than the average.
2. Foreign workers’ expectations for the service quality of
Consultation Service Center for Foreign Workers are higher than employers’.
3. Employers’ expectations based on their individual
backgrounds for the service quality of Consultation Service Center for Foreign Workers are different from one another.
4.Owing to different education levels, nationalities and jobs, differences of expectation for service quality do exist.
5.Employers’ real feelings to the service quality of Consultation Service Center for Foreign Workers is positive.
6.The real satisfaction level to the service quality of Consultation Service Center for Foreign Workers from foreign workers is higher than that from employers in
tangibles, reliability, responsiveness and empathy.
7.Employers’ real feelings to the service quality of Consultation Service Center for Foreign Workers are different based on their different backgrounds.
8.Foreign workers’ real feelings to the service quality of Consultation Service Center for Foreign Workers are different based on their different backgrounds.
9.To employers, the service quality provided by Consultation Service Center for Foreign Workers has a “gap” in responsiveness and empathy.
10.To foreign workers, the service quality provided by Consultation Service Center for Foreign Workers has a “gap” in assurance, responsiveness and empathy.
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