| Summary: | 碩士 === 中華大學 === 科技管理學系 === 105 === Due to the lack of diversification and diversification of the development trend, making the tertiary institutions face more challenges in business management, but also increase the quality of education in the school requirements and intangible pressure, so how to improve the quality of services and improve the students and parents of the satisfaction, but also become the focus of business concerns. This study collects 44 questions about the quality of service that students may Concern.According to PZB performance and expectation gap model, Tangibles, Reliability, Responsiveness, Assurance, (Empathy), and 400 questionnaires were collected for the students of National Chiao Tung University. The number of valid questionnaires was 286, and the number of questionnaires was 79%, Through this questionnaire survey and the use of SPSS analysis method to understand school service quality improvement .
The results show that students think that leisure facilities, wireless Internet facilities, convenience stores, post offices and cash machines, libraries, online e-journal database, the overall service, teachers, etc. 17 are very important and satisfied.And the environment, the dormitory environment space, comfortable and healthy restaurants, emergencies, sex events, effective response to the students mentioned suggestions, innovative counseling mechanism, curriculum design can cause students to learn interest, curriculum planning with the times, teachers can stimulate Students learn motivation and potential, the school provides research and innovation environment, administrative service attitude and we should focus on improvement, the analysis of the results can provide the overall service quality improvement of the reference.
Keywords: service quality, customer satisfaction, school administration, customer loyalty
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