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題名：臺灣家長對高等教育服務品質特性歸類與評價之研究
書刊名：教育研究集刊
作者：湯堯 引用關係／蘇建洲
作者(外文)：Tang, Yao／Su, Chien-chou
出版日期：2013
卷期：59:3
頁次：頁65-99
主題關鍵詞：Kano二維品質模式；高等教育服務品質；重要度—滿意度分析模式；Kano's two-dimensional quality model；Quality of higher education service；Importance-satisfaction analysis model
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:91
  • 點閱點閱:199
本研究目的主要在於評估臺灣家長對於高等教育服務品質之意見，以提供大學行政決策之參考依據。本研究文獻基礎是透過國內外期刊等，進而探討高等教育服務議題，並分別整理出課程教學、學習支援與職涯輔導等品質構面，以及其所屬要素題項，做為高等教育服務品質評估量表之建構基礎。本研究之方法依據為透過焦點團體與驗證性因素分析（confirmatory factor analysis, CFA）檢驗量表信效度，其次透過857位家長的意見蒐集，使用Kano二維品質模式與其改良模式結合重要性—滿意度模式，探討我國家長對於高等教育服務品質特性之歸類與評價。本研究發現，學校可參考家長意見，提升課堂內外的課程教學規劃與品質管控、加強就業升學輔導與其成效檢核調整，以及審慎評估學生經濟援助政策與學生事務投資效益。最後，本研究依據研究發現提出相關之建議，俾利於評估與提升高等教育服務品質之參考依據。
The main purpose of this study is to assess the opinions that parents have of higher education in Taiwan, and further help universities in Taiwan make pertinent administrative changes. This study collected data and analyzed findings from previous studies on higher education; subsequently, the results of the analysis generated a scalogram to illustrate overall quality of institutions of higher education in Taiwan. Three major dimensions of quality were identified: curriculum and teaching, learning support and career counseling, each of which included sub-categories. The research method adopted in this study was to test the validity and reliability of the scalogram by organizing focus groups and performing confirmatory factor analysis. The second step involved interviewing 857 parents to evaluate how they perceived higher education, using Kano’s two-dimensional quality model and the importance-satisfaction analysis model. The analysis of the parents’ opinions revealed that universities should enhance their programs and quality control for extracurricular activities, (students’) coursework as well as the teaching skills of faculty members; reinforce, evaluate, and adjust career counseling vis-à-vis employment and studies; and assess financial assistance policies for students and investment returns on student affairs. Lastly, this study offers suggestions for assessing and enhancing the quality of higher education in Taiwan.
期刊論文
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3.Munteanu, C.、Ceobanu, C.、Bobalca, C.、Anton, O.(2010)。An analysis of customer satisfaction in a higher education context。International Journal of Public Sector Management，23(2)，124-140。  new window
4.鄭潔(2004)。家庭社會經濟地位與大學生就業：一個社會資本的視角。北京師範大學學報 （社會科學版），2004(3)，111-118。  延伸查詢new window
5.Bergh, A.、Fink, G.(2008)。Higher education policy, enrollment, and income inequality。Social Science Quarterly，89(1)，217-235。  new window
6.Fitzmaurice, Marian(2010)。Considering teaching in higher education as a practice。Teaching in Higher Education，15(1)，45-55。  new window
7.Havas, A.(2009)。Universities and the emerging new players: Building futures for higher education。Technology Analysis & Strategic Management，21(3)，425-443。  new window
8.Keller, T.(2008)。Like father, like son-Intergenerational transmission of economic status through the channel of personality。Szociologiai szemle，4，32-47。  new window
9.Kirwan, W. E.(2010)。Investing in student success。Change，42(3)，14-16。  new window
10.Lee, T. H.、Shen, P. D.、Tsai, C. W.(2010)。Enhance low-achieving students' learning involvement in Taiwan's higher education: An approach via e-learning with problem-based learning and self-regulated learning。Teaching in Higher Educa-tion，15(5)，553-565。  new window
11.Livingston, Larry(2010)。Teaching creativity in higher education。Arts Education Policy Review，111(2)，59-62。  new window
12.Martin, S.(2005)。Sustainability, systems thinking and professional practice。Systemic Practice and Action Research，18(2)，163-171。  new window
13.Myburgh, C. P. H.、Nichaus, L.、Poggenpoel, M.(2006)。International learners' experiences and coping mechanisms within a culturally diverse context。Education，123(1)，107-129。  new window
14.Pascarella, E. T.(2006)。How college affects students: Ten directions for future research。Journal of Student Development，47(5)，508-520。  new window
15.Paul, C.(2008)。Occupational choice, socio-economic status and educational attainment: A study of the occupational choices and destinations of young people in the British Household panel survey。Research Papers in Education，23(3)，243-268。  new window
16.Sewell, P.、Pool, L. D.(2010)。Moving from conceptual ambiguity to operational clarity: Employability, enterprise and entrepreneurship in higher education。Education & Training，52(1)，89-94。  new window
17.Stephen, B. J.、Diane, R.、Miriam, D.(2002)。"Ethnic choosing": Minority ethnic students, social class and higher education choice。Race, Ethnicity & Education，5(4)，333-357。  new window
18.Stes, A.、De Maeyer, S.、Van Petegem, P.(2010)。Approaches to teaching in higher education: Validation of a Dutch version of the approaches to teaching inventory。Learning Environments Research，13(1)，59-73。  new window
19.Thornton, M.(2010)。Review of analyzing teaching-learning interactions in higher education: Accounting for structure and agency。British Journal of Sociology of Education，31(3)，359-365。  new window
20.Yorke, M.、Thomas, L.(2003)。Improving the retention of students from lower socioeconomic groups。Journal of Higher Education Policy and Management，25(1)，64-74。  new window
21.Young, P.(2010)。Generic or discipline-specific? An exploration of the significance of discipline- specific issues in researching and developing teaching and learning in higher education。Innovations in Education and Teaching International，47(1)，115-124。  new window
22.Zepke, N.、Leach, L.(2007)。Integration and adaptation: Approaches to the student retention and achievement puzzle。Active Learning in Higher Education，6(1)，46-59。  new window
23.Carlson, P. M.、Fleisher, M. S.(2002)。Shifting realities in higher education: Today’s business model threatens our academic excellence。International Journal Public Administration，25(9)，1097-1111。  new window
24.Gatfield, T.、Ching-huei, C.(2006)。Measuring Student Choice Criteria Using the Theory of Planned Behaviour: : The Case of Taiwan, Australia, UK, and USA。Journal of Marketing for Higher Education，16(1)，77-95。  new window
25.Ham, L.、Hayduk, S.(2003)。Gaining competitive advantages in higher education: Analyzing the gap between expectations and perceptions of service quality。International Journal of Value-Based Management，16(3)，223-238。  new window
26.Conway, M.、Ross, M.(1984)。Getting What You Want by Revising What You Had。Journal of Personality and Social Psychology，47(2)，738-748。  new window
27.Wilson, K.、Fowler, J.(2005)。Assessing the Impact of Learning Environments on Students' Approaches to Learning: Comparing Conventional and Action Learning Designs。Assessment & Evaluation in Higher Education，30(1)，87-101。  new window
28.鄧維兆、張敏慧、蔡志弘(20080600)。高等教育服務品質之研究--以某私立大學為例。品質月刊，44(6)，22-29。  延伸查詢new window
29.張俊郎、周昭宇(20010600)。應用品質機能展開探討教學品質之改善--個案研討。教育與心理研究，24(上)，49-65。new window  延伸查詢new window
30.黃勇富、王佳瓊、許家彬、張敏慧、黃仁信、廖雯君、鄭煌裕(20010800)。Kano理論應用於教育服務品質需求之實證研究。品質月刊，37(8)，56-65。  延伸查詢new window
31.駱明慶(20041200)。升學機會與家庭背景。經濟論文叢刊，32(4)，417-445。new window  延伸查詢new window
32.Devlin, M.、Samarawickrema, G.(2010)。The criteria of effective teaching in a changing higher education context。Higher Education Research & Development，29(2)，111-124。  new window
33.Yang, C. C.(2003)。Establishment and applications of the integrated model of service quality measurement?。Managing Service Quality: An International Journal，13(4)，310-324。  new window
34.王平湘(20060600)。國立空中大學服務品質認知之研究。管理與資訊學報，11，105-135。new window  延伸查詢new window
35.黃毅志(19981000)。教育階層、教育擴充與經濟發展。國立政治大學社會學報，28，25-55。  延伸查詢new window
36.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
37.黃政傑(20071000)。我國大學課程教學的改革方向與未來。課程與教學，10(4)，1-14。new window  延伸查詢new window
38.劉明盛、曾春潮、梁振邦(20070600)。以KANO二維品質模式探討技術學院之教育品質--以某技術學院機械系為例。長榮大學學報，11(1)，29-47。new window  延伸查詢new window
39.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
40.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。  延伸查詢new window
41.Emery, C. R.、Tian, R. G.(2002)。Schoolwork as products, professors as customers: A practical teaching approach in business education。Journal of Education for Business，78(2)，97-102。  new window
42.Sahney, S.、Banwet, D. K.、Karunes, S.(2006)。An integrated framework for quality in education: Application of quality function deployment, interpretive structural modelling and path analysis。Total Quality Management and Business Excellence，17(2)，265-285。  new window
43.Barnes, B. R.(2007)。Analysing service quality: The case of post-graduate Chinese students。Total Quality Management，18(3)，313-331。  new window
44.Gehring, D. D.(2001)。The objectives of student discipline and the process。NASPA Journal，38(4)，466-481。  new window
45.Rezende, M.(2010)。The effects of accountability on higher education。Economics of Education Review，29(5)，842-856。  new window
46.Williams, J.(2010)。Constructing a new professional identity: Career change into teaching。Teaching & Teacher Education，26(3)，639-647。  new window
47.Berggren, C.(2010)。The influence of higher education institutions on labor market outcomes。European Education，42(1)，61-75。  new window
48.劉若蘭(2006)。學生如何成功的學習？--從大學生對學習成果與學校的滿意度談教育品質的提昇。高教研究電子報，4，21-30。  延伸查詢new window
49.Opini, B. M.(2008)。Strengths and limitations of Ontario post-secondary education accessibility plans : A review of one university accessibility plan。International Journal of Inclusive Education，12(2)，127-149。  new window
會議論文
1.吳清山(200511)。後現代思潮與教育改革。後現代思潮與教育發展學術研討會，國立臺灣師範大學教育研究中心 。臺北。75-98。  延伸查詢new window
2.Teichler, U.(200908)。The professional relevance of study: Experiences and reflection from Europe。International Education Forum-the Financial Tsunami with the Challenge of Personnel Training and Reflection。Taipei. Taiwan。  new window
學位論文
1.洪薇茜(2008)。家庭背景、學校類型與就學貸款因果模式之建立與檢證(碩士論文)。國立屏東教育大學，屏東市。  延伸查詢new window
2.陳志銘(2006)。大學生參與社團活動之自我導向學習歷程研究(碩士論文)。國立暨南國際大學，南投縣。  延伸查詢new window
3.陳俊雄(2006)。台灣高等教育招生宣導策略與特色建立之關係研究(碩士論文)。朝陽科技大學。  延伸查詢new window
4.陳靜嬋(2008)。我國大學招收外國學生政策與策略之研究--以教育行銷策略理論分析(博士論文)。國立臺灣師範大學，臺北。new window  延伸查詢new window
圖書
1.Black, J.(2004)。Essentials of enrollment management: Cases in the field。Washington, DC：American Association of Collegiate Registrars and Admissions Offices。  new window
2.Astin, A. W.(1997)。What matter in college: Four critical years revisited。San Francisco, CA：Jossey-Bass。  new window
3.Christ, F. L.(1997)。The learning assistance center as I lived it。Proceedings of the 15th and 16th annual institutes for learning assistance professionals: 1994 and 1995。Tuscon, AZ：University Learning Center, University of Arizona。  new window
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11.Bok, Derek(2003)。Universities in the marketplace: The commercialization of higher education。Princeton University Press。  new window
12.Sharma, S.(1996)。Applied multivariate technique。NY：John Wiely & Sons。  new window
13.Tinto, Vincent(1993)。Leaving college: Rethinking the causes and cures of student attrition。University of Chicago Press。  new window
14.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
15.Maruyama, Geoffrey M.(1998)。Basics of structural equation modeling。Sage。  new window
16.Schlossberg, N. K.、Waters, E. B.、Goodman, J.(1995)。Counseling Adults in Transition。New York, NY：Springer。  new window
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19.林佳範(2003)。從「訓導」(Discipline)到「發展」(Development)的學生事務觀--淺談學生權利的概念。學生事務與社團輔導。臺北市：東吳大學。  延伸查詢new window
其他
1.王仁邦(2002)。厭食與暴食，http://www.libertytimes.com.tw/2002/new/nov/24/today-ml.htm-25k。  new window
2.高等教育評鑑中心(2009)。年度評鑑計畫，http://www.heeact.edu.tw/mp.asp7mp4。  延伸查詢new window
3.教育部(2008)。獎勵大學教學卓越計畫執行績效報告，臺北市：敎育部高敎司。  延伸查詢new window
4.教育部(2008)。獎勵大學教學卓越計畫，臺北市：敎育部高敎司。  延伸查詢new window
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8.王秀槐(20060900)。大學生的科系選擇：正視大學生科系志趣不合的問題，國立台灣師範大學教育評鑑與發展研究中心。，https://scholars.lib.ntu.edu.tw/handle/123456789/426938。  延伸查詢new window
圖書論文
1.St. John, E. P.、Cabrera, A. F.、Nora, A.、Asker, E. H.(2000)。Economic influences on persistence reconsidered: How can finance research inform the reconceptualization of persistence models?。Reworking the student departure puzzle。Nashville, TN：Vanderbilt University Press。  new window
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3.Woodhall, M.(1987)。Human Capital Concepts。Economics of education: Research and studies。Pergamon Press。  new window
 
 
 
 
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