A study of the application of Kano two-dimensional model and IPA in internship quality of industry-academia collaboration projects

• Main Authors: Hua-Fang Chang, 張鏵方
• Other Authors: Chang-Ching Tsai
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/pb54h2

碩士 === 國立高雄應用科技大學 === 觀光與餐旅管理研究所 === 103 === Traditional perceived quality emphasizes on the concept of one-dimensional quality. However, Kano two-dimensional quality model considers that quality factors may not be satisfied when sufficient, and sometimes may cause unsatisfactory or did not feel. Furthermore, past literature lacks of researches on the internship quality of the industry-academia collaboration projects. Thus, in this study, Kano two-dimensional model, PZB service quality theory and IPA analysis are applied to discuss the above related issues. The subjects were selected by a convenient sampling including the Tourism Management Department of Kaohsiung University of Applied Sciences, Hotels Management Department of Kaohsiung University of Hospitality and Tourism, Restaurant Management Department of Cheng Shiu University, and Tourism and Recreation Department of Cheng Shiu University. Questionnaires were distributed 400 totally and 298 were returned, and the returned rate is more than 75%. After giving up the invalid questionnaires, total 261 valid questionnaires are collected. The results are as follows: (1) the results of Kano two-dimensional quality model show that:(a) those items were called one-dimensional quality include "a well-equipped, comfortable environment", "perfect internship system", "training system", " assistance in the search reliable agencies", and other 19 items; (b) those items were called no difference quality include "the provision of dedicated staff regularly visits", "employed in priority after graduation", "establish dedicated website" and other 3 items; (c)those items were called attractive quality include "safe and adequate work spaces", "perfect insurance system", "consistent objectives with planning", and "provide internship certificate"; (d)those items were called must quality include "establish dedicated internship unit", "provide service to deal with complaints promptly" , and "take the initiatives to solve internship problems". (2) IPA analysis shows the quality factors that need to be improved are: "internship agencies should provide comprehensive internship system (pay, working hours, pay leave)", "schools should establish dedicated internship unit ", "schools or internship institutions should provide service to deal with complaint promptly", " schools should offer channels for students to reflect internship problems ", " schools or internship agencies should take the initiatives to solve internship problems ". (3) The analysis of differences among internship agencies or types of work show that (a) the perceived internship satisfaction of independent restaurants or amusement parks are significantly lower than other types of internship agencies; (b) the perceived satisfaction of "selection of internship agencies according to students’ will", "to provide timely message for applications," "take the initiative to assist applicants" are significant differences among the types of work.