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題名：大專學生準備專業證照考試之心智模式研究：結合CIT與IQA方法
作者：陳怡靜
作者(外文)：I-Ching Chen
校院名稱：雲林科技大學
系所名稱：資訊管理系博士班
指導教授：莊煥銘
學位類別：博士
出版日期：2010
主題關鍵詞：專業認證；關鍵事件技術；互動性質性分析方法；心智模式；professional certificates；critical incident technique；interactive quantitative analysis；mental model
原始連結：連回原系統網址new window
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有鑑於擁有專業證照已逐漸成為近年來企業界招聘員工、加薪晉級的參考，為鼓勵各大專院校，特別是技職體系大學能夠全面推廣專業認證，讓大學生於畢業時能夠擁有學位證書與多張專業證照，以期在就業時可以多一份專業技術，並於專業知能上能夠與國際接軌，教育部極力擬定各種配套措施與政策。國內各大專院校為配合教育部政策，亦提出多種獎勵與輔導機制，積極協助學生取得各式專業證照。在產、官、學界皆具共識的前提下，證照潮流已成為一股勢不可擋的趨勢。
順著這波證照熱潮，本研究以大學生身為考照者(顧客)的角度出發，探究大學生在考照過程的滿意狀況以及心智模式。由於現有顧客滿意度的衡量方式，大多以概括性的量化方式去瞭解顧客對企業整體的印象，而較少從服務接觸的角度，透過質性研究探討造成顧客滿意或不滿意的關鍵原因。故本研究以定性研究結合社會認知理論與計畫行為理論探究整個考取證照流程中的「行為」、「個人」與「環境」三者的交互作用對考照者行為所產生的影響，針對大專院校學生對於專業認證考試的服務接觸過程進行探究，應用關鍵事件技術，從顧客的角度探究考照者在與認證服務提供者(學校、教師與認證單位等)的服務接觸過程中，特別滿意與特別不滿意的事件，藉以蒐集影響顧客滿意的要件。此外，本研究並利用互動性質性分析方法進一步探究考照者的心智模式。希冀本研究的發現可以供給認證考試相關單位、學校與教師做為擬定改善認證考試服務品質的參考依據。
More and more enterprises use the possession of professional certificates as criterion for recruiting and promoting their employees. Many domestic universities urge students to acquire certificates indicating mastery of knowledge and skills in subject domains, so that their graduates can show not only diplomas, but also competitiveness and readiness for entering stiff job markets. The governments offer various incentives for schools, which in turn promote and support their students to acquire more certificates.
In view of the mainstream towards pursuing certificates, this research tried to investigate the satisfaction and mental model of the key participants in certificate examinations - students. Due to the limitation of quantitative research methods, this research used qualitative approaches to conduct the investigation, in the context of service contact that service providers including examination holding organizations, schools, and instructors deliver services to consumers - students. The research applied critical incident technique (CIT) to understand students'' impression about the most satisfactory and the most dissatisfactory incidents that occurred during the course of registering, preparing, taking, and post-processing certificate examinations. Besides, interactive quantitative analysis (IQA) and focus group method were used to explore the mental model of students who have taken certificate examinations. The research findings could help examination holding organization, schools, and instructors to improve their service quality.
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