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題名：建構高等教育機構之畢業生分解式滿意度模型：以某系所為例
作者：鄭朝日
作者(外文)：CHENG, CHAO-JIH
校院名稱：中華大學
系所名稱：科技管理博士學位學程
指導教授：徐聖訓
學位類別：博士
出版日期：2020
主題關鍵詞：畢業生滿意；顧客滿意；教育成效；Alumni satisfaction；customer satisfaction；education outcome
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高等教育的宗旨不只在於教授知識，也在幫助學生做全人的發展。其中可以幫助高等教育了解是否有達成此目標的方式就是，去了解學生的學習成效和滿意度。雖然過去研究也試著去量化學生的學成成效和滿意度，但過程都較不嚴謹。有鑑於未來高等教育將面臨的少子化壓力，本研究試圖從畢業生的角度來衡量學習成效和滿意度。為什麼選用畢業生而非在校生呢？有幾個原因：一、畢業生在填答問卷時更能客觀回答問題，譬如，課程設計好壞、老師是否用心、校園環境等議題。在校生因為還沒畢業，在問卷回答上會比較保守。二、畢業生比在校生更能回答學習成效的問題。與一般服務不同的是，教育服務的成效和價值往往不會立即呈現，而是在學生進入職場後才能顯現。換句話說，畢業的學生在進入職場後才能衡量教育成果。
因此，本研究擬進行畢業生的滿意度和學習成效調查，將設計畢業生滿意度模型，此模型中會探索畢業生對課程、教師和校園的滿意程度(教育服務品質)；教育服務品質是否能轉換成教育成果(知識、技能、態度和職場能力)；最後教育成果是否會影響畢業生的滿意度和忠誠度。跟一般滿意度模型不同的是，我們將採用分解式的模型；這麼做的好處是，我們更能找出立即需要改善的點，幫助管理階層擬定改善策略。本研究分成兩階段，第一階段將著重於模型開發和得到各構面的基本分數，和針對需要改進的部分進行改善。第二階段(隔三年)，我們會再針對新的畢業生發放問卷，來了解改善的策略是否具有成效。
本研究達成以下幾項目的：1.建立畢業生學習成效調查標準。本模型乃根據美國顧客滿意度模型加以修改而成。此模型結果之優點是能夠跨學年度比較，以利後續監督和改善。2.藉由此模型，我們了解學生在態度、技能、知識、競爭力等各方面在企業界之實際表現。3.藉由此模型，我們了解系上在課程設計、資源環境和教師教學上之表現，以作為未來課程設計或教學改進之參考。4.整個分析結果將可協助該系所進行持續的進步和改善。
The mission of higher education is not only to impart knowledge but also to enhance the student’s total development. One of the ways that higher education institutions can accomplish this mission is by continuously collecting information on education outcome and student satisfaction. Although some attempts to quantify student satisfaction have been made through student questionnaires, these tend to be quite crude and ad hoc. As there is competitive pressure to provide quality education, this study aims to explore the determinants of alumni satisfaction and education outcome. Why we choose alumni instead of students as research targets? Firstly, alumni surveys can provide more objective insights into student perceptions of course designs, instructional approaches, learning environment. Most importantly, alumni are better able to evaluate educational services. Unlike general services, the value of the educational services that students receive usually cannot be evaluated until they enter the work place.
Accordingly, this project aims to investigate student satisfaction and education outcomes from the perspective from alumni. This project will develop an alumni satisfaction model, which will explore the alumni’ satisfaction level on course, teaching staff and campus environment. And we want to see whether the satisfaction on educational services can transform to education outcomes (e.g., knowledge, skill, attitude and career capability). And finally, we want to see whether the education outcome can influence alumni’s satisfaction level and loyalty. This project will use a decomposed model, which can provide greater explanatory power than pure models. Based on the results, we will build several strategic management maps to identify areas for improvement.
Finally, with this model, we understand the actual performance of students in the corporate world in terms of attitudes, skills, knowledge, and competitiveness. With this model, we understand the department's performance in curriculum design, resource environment and teacher teaching, which can be used as a reference for future curriculum design or teaching improvement. The results of the whole analysis will help the department to make continuous progress and improvement.
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