| Summary: | 碩士 === 國立臺北大學 === 公共行政暨政策學系碩士在職專班 === 97 === The purposes of this study were to construct an integrated model, to find out the identity and relationship among Training Institute service quality, satisfaction and loyalty, and to analyze the key factors of service quality, satisfaction and loyalty in Training Institute. The research approaches employed in this study also includes literature review and questionnaire survey. The data from the questionnaire collected by trainees of National Civil Service Institute (NCSI) were analyzed via descriptive analysis, t-test, One-way ANOVA, multiple regression, Liner Structure Relation (LISREL) analysis and Important–Performance Analysis (IPA). Findings of this study were as the following:
1. Difference between NCSI's facilities, various trainings and demographic variables including different education background, age, etc can be observed in Training Institute service quality, satisfaction and loyalty.
2. The Training Institute service quality which is scaled with 5 factors and 25 question items, satisfaction part scaled with 5 factors and 25 question items and loyalty scaled with 1 factors and 6 question items, all have sufficient reliability and validity after the Confirmatory Factor Analysis (CFA).
3. The analysis of data was carried out by means of AMOS. The outcome had shown that (1) In the direct method part: the expected service quality has a significant positive influence on perceived service quality; perceived service quality also has a significant positive influence on satisfaction; and satisfaction has a significant positive influence on loyalty. (2) In the indirect part: expected service quality influence satisfaction through perceived service quality, while perceived service quality influence loyalty through satisfaction and finally influence loyalty through perceived service quality and satisfaction significantly positive influence with expected service quality.
4. By way of regression analysis, the “Reliability” and “Empathy” of the expected service quality have positive correlation to perceived service quality. The“Reliability” has the most significant influence on perceived service quality, and “Empathy” are also crucial. The “Assurance”, “Tangibles”, and “Empathy” of the perceived service quality have the positive correlation to customer satisfaction. The“Assurance” has the most significant influence on customer satisfaction, and“Tangibles” and “Empathy” are also crucial. The “Curriculum content”, “Service environment”, “Personnel service” and “Study effectiveness” of satisfaction have the positive correlation to customer satisfaction. The“Curriculum content” has the most significant influence on loyalty, and “Service environment”, “Personnel service” and “Study effectiveness” are also crucial. Those which worth special attention, the course teaching factor, does not have any influence on loyalty while Study effectiveness factor was also not the main cause that affects the loyalty, but the curriculum content factor.
In general, according to the above research results, we concluded this study helpful to the discussing implications for future research and management practice.
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