臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：教學服務品質衡量模式建構及分析之研究
書刊名：亞太管理評論
作者：江義平 引用關係
作者(外文)：Chiang, I-ping
出版日期：2000
卷期：5:1
頁次：頁95-115
主題關鍵詞：教學服務；服務品質；SERVQUAL量表；Education service；Service quality；SERVQUAL
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(16) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:16
  • 共同引用共同引用:559
  • 點閱點閱:101
　　　　　本研究之目的係建構一適用於衡量學校教學服務品質之模式，並根據教師、行政 人員及學生之填答結果分析現行教學服務品質之組成構面及實施成效。 本研究依據 parasuraman,Zeithaml and Berry 所發展之 SERVQUAL 量表為基礎， 配合教學服務品質特 性及各學者對 SERVQUAL 量表之批評意見加以修正，所發展之量表經信度及效度驗證後均符 合研究要求。進一步運用本量表對臺灣區公私立高級職業學校師生進行調查。在 1055 份樣 本分析結果中，本研究獲致以下數項結論：(1) 因素分析結果顯示教學服務品質係由實體性 、能力性及關懷性三因素構面組成，而與 PZB 所提出之五構面模式不同； (2) 考慮重要性 加權效果後發現，關懷性構面受重要性加權之影響最為顯著，顯示在教學服務品質管理上應 特別重視此一構面；(3) 教師與學生間對教學服務品質之評價具有顯著差異，顯示教師所提 供之教學服務並未真正符合學生之需求，故在實務管理上，應著重師生間對教學服務品質知 覺落差之探討。
　　　　　The purpose of this study is to develop a model that analyses education service quality. The model has adopted results derived from questionnaire survey conducted to three groups, teachers, administrative staff, and students, in factors critical educational service quality. The questions on the survey are based on SERVQUAL, an instrument for measuring service quality and characteristics specific to education service quality. In this study, we had used the modified SERVQUAL on Taiwanese vocational schools. After analyzing the 1,055 survey samples received, the three following conclusions have been derived. First, the factor analysis conducted in the study has shown education service quality is built upon tangibles, capability, and empathy, as opposed to the five factors brought up by Parasuraman, Zeithami, and Berry. Second, according to the survey results, empathy is considered the most important factor among the three. Last, there is a distinctive divergence between the teachers and students being surveyed regarding education service quality, suggesting at present the services provided by the teachers do not ftilly meets needs of the students and therefore a perception gap exists between the two parties.
期刊論文
1.Parasuraman, A.、Berry, L. L.、Zeithaml, V. A.(1993)。More on Improving Quality Measurement。Journal of Retailing，69(1)，140-147。  new window
2.吳明隆(19930700)。視導人員的角色職責。教育資料文摘，32(1)=186，124-134。  延伸查詢new window
3.陳正男、蘇雲華(19960700)。對服務品質領域現行理論模式邏輯思維之評論。國立雲林技術學院學報，5(2)，35-45。  延伸查詢new window
4.楊淑惠、蘇雲華(19970800)。服務品質衡量模式實證研究之探討。東吳經濟商學學報，19，109-137。new window  延伸查詢new window
5.Chaston, I.(1994)。Rebuilding Small Business Confidence by Identifying and Closing Service Gaps in the Bank/SEM Client Relationship。International Small Business，13，54-62。  new window
6.Climaco, C.(1992)。Getting to Know Schools Using Performance Indicators: Criteria, Indicators and Processes。Education Review，44(7)，297。  new window
7.Ginzberg, E.、Vojta, G.(1981)。The Service Sector of the U.S. Economy。Scientific American，244(Mar.)，31-39。  new window
8.Kettinger, W. J.、Lee, C.-C.(1994)。Perceived Service Quality and User Satisfaction with the Information Service Function。Decision Sciences，25(5)，737-766。  new window
9.King, C. A.(1987)。A Framework for a Service Quality Assurance System。Quality Progress，1987(Sep.)，27-32。  new window
10.Koepp, S.(1987)。Pus-eeze! Will Somebody Help Me?。Time，1982(Feb.)，28-34。  new window
11.Martin, W. B.(1996)。Defining What Service Quality is for you, The Cornell--HoteL and Restaurant。Administration Quarterly，1996(Feb.)，32-38。  new window
12.Parasuraman, A.、Zeithmal, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality, Implications for Future Search。Journal of Marketing，58(Jan.)，111-124。  new window
13.Parasuraman, A.、Zeithmal, V. A.、Berry, L. L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
14.Teas, R. K.(1993)。Expectations, Performance Evaluation and Customers' Perceptions of Quality。Journal of Marketing，57(Oct.)，18-34。  new window
15.Webster, C.、Hung, L. C.(1994)。Measuring Service Quality and Promoting Decentring。The TQM Magazine，6(5)，50-55。  new window
16.Woodruff, R. B.、Codotte, E. R.、Jenkins, R. L.(1983)。Modeling Consumer Satisifaction Processes Using Experience-Based Norms。Journal of Marketing，20(Aug.)，296-304。  new window
17.Haywood-Farmer, J.(1988)。Towards a Conceptual Model of Service Quality。International Journal of Operations and Production Management，8(6)，19-29。  new window
18.林明美、簡茂發(19960300)。改革教育視導制度。教改通訊，17/18，5-7。  延伸查詢new window
19.Tucker, Ledyard R.、Lewis, Charles(1973)。The reliability coefficient for maximum likelihood factor analysis。Psychometrika，38(1)，1-10。  new window
20.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。  new window
21.Takeuchi, Hirotaka、Quelch, John A.(1983)。Quality Is More Than Making a Good Product。Harvard Business Review，61(4)，139-145。  new window
22.Teas, R. Kenneth(1994)。Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment。Journal of Marketing，58(1)，132-139。  new window
23.Juran, J. M.(1986)。A universal approach to managing for quality。Quality Progress，19(8)，19-24。  new window
24.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
25.Parasuraman, Arun、Berry, Leonard L.、Zeithaml, Valarie A.(1991)。Understanding Customer Expectations of Service。MIT Sloan Management Review，32(3)，39-48。  new window
26.Mazis, Michael B.、Ahtola, Olli T.、Klippel, R. Eugene(1975)。A Comparison of Four Multi-Attribute Models in the Prediction of Consumer Attitudes。Journal of Consumer Research，2(1)，38-52。  new window
27.Reeves, Carol A.、Bednar, David A.(1994)。Defining Quality: Alternatives and Implications。Academy of Management Review，19(3)，419-445。  new window
28.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
29.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
30.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
31.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
32.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
33.Oliver, R. L.(1980)。What is Customer Satisfaction?。Wharton Managazine，5(3)，6-41。  new window
34.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
會議論文
1.Lehtinen, U.、Lehtihen, J. R.(1982)。Service Quality: A Study of Quality Dimensions。The Second World Marketing Congress。Scotland：University of Stirling。  new window
研究報告
1.邱錦昌、黃國彥(1998)。我國教育視導制度改進之研究。  延伸查詢new window
2.教育部(1997)。中華民國教育統計。台北：教育部。  延伸查詢new window
學位論文
1.丘宏昌(1998)。以需求理論為基礎所建立之服務品質衡量及其適用性分析(博士論文)。國立臺灣大學。new window  延伸查詢new window
2.McDowell, W. J.(1953)。The Marketing of Consumer Services(博士論文)。University of Iowa。  new window
3.蘇雲華(1996)。服務品質衡量方法之比較研究(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.行政院教育改革審議委員會(1996)。教育改革審議總報告書。  延伸查詢new window
2.林武(1990)。各國教育視導制度比較。高雄：復文圖書出版社。  延伸查詢new window
3.邱錦昌(1995)。教育视導之理論與實際。臺北：五南圖書出版公司。  延伸查詢new window
4.Deming, W. E.(1982)。Quality, Productivity, and Competitive Position。MIT Center for Advanced Engineering Study。  new window
5.Sasser, W. E.、Olson, R. P.、Wyckoff, D. D.(1978)。Management of service operations: Text, cases, and readings。Boston：Allyn & Bacon。  new window
6.Zeithmal, V. A.、Parasuraman, A.、Berry, L. L.(1990)。Delivering Quality Service。N.Y.：Free press。  new window
7.黃俊英(1991)。多變量分析。華泰書局。  延伸查詢new window
8.陳正昌、程炳林(1994)。SPSS、SAS、BMDP統計軟體在多變量統計上的應用。臺北：五南圖書出版公司。  延伸查詢new window
9.Gronroos, C.(1983)。Strategic Management and Marketing in Service Sector。Christian, MA：Marketing Science Institute。  new window
10.顏月珠(1993)。商用統計學。臺北市：三民書局。  延伸查詢new window
11.杉本辰夫、盧淵源(1986)。事務、營業、服務的品質管制。中興管理顧問公司。  延伸查詢new window
12.吳清山(1992)。學校效能研究。五南圖書出版股份有限公司。new window  延伸查詢new window
13.Kotler, Philip(1994)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
圖書論文
1.Finn, D. W.、Lamb, Jr. C. W.(1991)。An Evaluation of the SERVQUAL Scales in a Retail Setting。Advances in Consumer Research。Provo, UT：Association for Consumer Research。  new window
2.Swan, J. E.(1983)。Consumer Satisfaction Research and Theory: Current Status and Future Directions。International Fare in Consumer Satisfaction and Complaining Behavior。Bloomington：School of Business, Indiana University。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：959（臺灣：956，外國：3） ／ 本年度總使用人次：2042760 ／ 訪客人次（自102年09月）：67859156
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上