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題名:應用模糊理論於大學行政服務品質衡量模式之研究
作者:林靜珊
作者(外文):Ching- San Lin
校院名稱:國立彰化師範大學
系所名稱:工業教育與技術學系
指導教授:陳繁興教授
陳振東教授
學位類別:博士
出版日期:2014
主題關鍵詞:大學行政服務品質語意評估模式模糊理論模糊層級分析法二元語意college administration service qualityperformance evaluationfuzzy set theoryfuzzy analytical hierarchical process2-tuple linguistic variable
原始連結:連回原系統網址new window
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本研究主要是要發展一個評估大學院校行政服務品質模式,利用文獻探討與初測問卷調查,在中部某大學針對教職員生做初測問卷調查,總數發出185份問卷,回收問卷為133份,回收率71.89%。扣除無效問卷21份,共計有效回收率為60.54%,並透過探索性因素分析篩選出影響服務品質的衡量指標,從而建立評估架構。
依據評估架構,本研究以中部某私立大學為研究對象,進行個案實證分析,分兩階段問卷調查,第一階段専家問卷發放12份,運用模糊層級分析法,以「相對重要性評估尺度」計算出構面模糊權重值;第二階段問卷總共發放543份,經由實證分析結果顯示,該校整體的行政服務品質績效屬於「好」的等級;同時職員與老師的評估績效值高於不同學院學生的評估值,可見職員對於自己所提供的行政服務品質之評量優於老師與各學院學生(接受者)評估值。學生普遍認為在「有形性」構面必須加強,也就是可以看到與使用的實體,如:圖書館館藏、健康休閒運動設施及校園網路之建構上,來滿足全校教職員生之需求。
藉由,本研究的語意評估模式,將能幫助學校高階主管及人事部門主管,能迅速且深入的瞭解學校內部行政服務品質績效情況,進而依其自評結果改進其行政服務品質之績效,並提供我國大學院校經營管理之參考。
The main purpose of this study was to develop a model to assess the service quality of college administration, through contents from literature reviews and the employment of surveys. In central Taiwan, a university conducted preliminary measurement surveys throughout their faculties; out of the total number of 185 questionnaires issued, 133 were recollected. The survey has a return rate of 71.89%; deduce the 21 invalid surveys, and the end result was a total effective rate of 60.54%. Measuring indicators that have an impact on service quality are then filtered out through analyzing and exploring these factors, and then an evaluation framework is established.
According to an evaluation framework, a private university in central Taiwan is used as a case study to verify the practicality of the evaluation mode of this study. There will be two stages of surveying. Firstly, 12 questionnaires were issued, in which the dimensions of fuzzy weighting value are computed by employing the FAHP “Relative Importance Evaluation Range”. Secondly, 543 questionnaires were issued, in which confirmed the quality of the school’s overall administrative service is rated as “good”. Empirical analysis shows the value assessed by the staff and teachers is higher than that of different college students. Staff for their assessment of the quality of administrative services provided by superior to the teacher and the student (recipients) to assess the value. Students generally agreed that "Tangible" dimensions must be strengthened, and that is, you can see and use the entity, such as, health and leisure sports facilities in the library and on the construction of campus network to meet the demand for whole-life.
Through the semantic evaluation model this study hopes to help the school’s executive personnel and department heads quickly gain an in-depth knowledge of the school’s administration service, quality, performance and internal situation.
Moreover, according to their self-assessment results, the quality of their performance of administrative services can be improved and provide further reference to the operating management for our nation’s colleges and universities.
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