Study On The Service Quality Of Two-campus Universities

• Main Authors: Huang Shing-Gwo, 黃興國
• Other Authors: Liu Tyng-Yang
• Format: Others
• Online Access: http://ndltd.ncl.edu.tw/handle/tfqxu7

碩士 === 國立高雄師範大學 === 成人教育研究所 === 97 === Abstract The study applies the idea of PZB- Defect Model in Service Quality-to discuss the concept of the school service quality. It also utilizes the SERVQUAL Measure Model to develop the questionnaire about the service quality of two-campus universities. Therefore、we can understand both the view and the situation of the two-campus universities. The study samples are three universities in Taiwan、including the northern Shih Chien University ( Taipei campus and Kaohsiung campus ) 、Jen Lie University ( Dann-Shoei campus and Ma-Dow campus ) and the southern National Kaohsiung Normal University ( Her-Pyng campus and Yann-Chaur campus ). The questionnaire bases its measures on the standard of SERVQUAL from three scholars--- Parsuraman、Zeithaml、and Berry. The questions in the questionnaire focus on the students』 expectation for the school service and how they feel satisfied with the reality. All of the 23 questions are divided into five conceptions which are visibility、reliability、response、guarantee、and consideration. Most of the students who were asked are from the three universities. 1500 copies were delivered and 1381 effective copies got back. The survey was analyzed by SPSS12.0 through descriptive statistics and T-test . It comes to the conclusion : 1. The basic factors to measure the service quality of two-campus universities are visibility、reliability、response、guarantee、and consideration. 2. The analysis shows the girl students get lower feeling for response and consideration. To promote the service quality、the schools should try hard to find the cause and to enhance the girl students』 recognition. 3. Not only the girl students but also the boy students get lower feelings for response and consideration. 4. There is a defect in school’s service quality、and the bigger difference presents on response. 5. Students pay more attention to the school’s restaurant、the traffic convenience around the school、and the school’s response to the students』 suggestions. 6. There are different weakness and strength among the three schools. They have to find the differences and make a right service strategy. According to the conclusion、the following suggestions are given you for reference: 1. The school should aim at the students』 real feelings to make a right plan to solve their problems. Also、the school should develop an educational service idea which is the same as the conception of serving customers. 2. Use P.Z.B Defect Model and SERVQUAL to measure the school service quality and to make its specialty. 3. Build a data bank of the school service quality、and examine it regularly. 4. Distribute the school’s resources reasonably、and rich the school’s facilities. 5. Strengthen the school’s executive efficiency. 6. Extend the communication ways and understand what students need.