| Summary: | 碩士 === 國立高雄師範大學 === 成人教育研究所 === 96 === 英文摘要
Research on the Service Quality and Customer Satisfaction of Assistive Device
Source Center in Kaohsiung
Student：Ming-Nan Hu Advisor：Dr. Ta-Cheng Hsiao
Master Program of Cultural and Educational Management for Graduate-Onjob Class
for Graduate Institute of Adult Education
National Kaohsiung Normal University
ABSTRACT
Nowadays, over million of the people have handbooks of disabilities. According to the report of the Ministry of the Interior, the financial subsidy totally is 239,736,000 New Taiwan Dollars and the benefit people are over 3,766. The center of assistive device is an important support for people with disabilities, especially for the minority people of those disabled. There are 28 resource centers of assistive device in Taiwan. This research is based on the earliest established and most influential resource centers of assistive device in Kaohsiung for researching, in which discussing the relationships of resource centers of assistive device among service quality and customer satisfaction. The purpose is to find the connections of implication, situation, service quality and customer satisfaction of resource centers of assistive device in Kaohsiung. The main targets of research are the customer members of this center in Kaohsiung. Totally, 600 copies of the formal questionnaires were sent. Among the 478 returned questionnaires, 451 were valid.
Frankly speaking, the members of customers are satisfied with the service quality of the resource centers of assistive device in Kaohsiung. It reached the standard of evaluation on visibility, reliability and tangibility; only responsiveness and compassion parts did not reach the level and the improvement are need. All of the constructions about service quality and customer satisfaction have positive influences.
In this research, we suggested that the centers of assistive device in Taiwan should continue the surveys of customer satisfaction for regular or irregular research in order to know the changeable needs for customers. The satisfaction level can be enhanced through mutual visiting and learning in order to simplify the procedures and reply promptly. The teaching of service concepts for better service quality for those service assistants are also the point among this research.
Keywords：assistive device, assistive device source center, service quality,
customer satisfaction
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