The Study of Service Quality of University - A Case Study of a University at Kaohsiung

• Main Authors: Ya-Mei Huang, 黃雅梅
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/g48gq8

碩士 === 國立高雄大學 === 亞太工商管理學系碩士班 === 103 === In a highly competitive environment of higher education, the university administration establishes indicators to regularly measure its service quality, which is the dynamic source of promoting administrative service innovation within the campus. This undertaking is also regarded by various universities to continuously improve service quality, create competitive advantages, and achieve sustainable development. In a review of literatures on service quality, there are many publications on this subject. Nevertheless, a comprehensive scale to measure “administrative service quality for higher education” has not yet developed. Therefore, the main purpose of this study is to setup such a measurement scale. The five dimensions of service quality in Parasuraman, Zeithaml, and Berry’s article published in 1985 will serve as a basis of designing a survey questionnaire used in this study. In addition, a consultation with university professors, students, and administrative staff and other references are also taken into account to finalize the questionnaire, which consists of five different dimensions with a total of 40 questions. A total of 871 valid questionnaires have been received from the survey. Of this total, 141 came from faculty members, 177 from administrative staff, and 553 from students. By undertaking IPA and statistical analysis, the major findings are summarized as follows: 1.Three demographic variables: teachers, administrative staff, and students, on school administrative service quality expectations and actual experience are partially significantly different. 2.The school administrative service quality expectations and actual experience is partially significantly different.