An Investigation on Education Service Quality of Collegiate PES Departments by Two Parties: Student and the Managerial Perspectives

大專體育科系教育服務品質之研究－學生與管理雙方觀點

10.6547/tassm.2015.0006

楊亮梅(Liang-Mei Yang)

全面品質管理 ； 高等教育 ； 服務品質缺口模式 ； 服務品質量表 ； TQM ； higher education ； gap model ； SERVQUAL

臺灣體育運動管理學報

15卷2期（2015 / 12 / 31）

111 - 145

英文

本研究旨在從學生 (N=648) 、教職員 (N=20) 及主管 (N=12) 的觀點，分析臺灣大專院校體育運動相關科系所提供之教育服務品質。以修訂之體育服務品質中文量表為調查工具，並利用四方格分析圖法，以清晰呈現須要改善的教育或服務面向之所在。根據服務品質缺口模式分析發現，學生對系上所提供之教育服務品質呈現負面的看法，五個服務品質向度：承諾、專業、硬體設施、同理心、信賴，在學生的認知與期望差異都達到統計上的顯著水準，其中數據差距最明顯的是在服務承諾向度。相對地，在管理方面則在溝通向度上出現明顯的缺口。由於本研究中之體育運動相關科系在教育服務的傳遞與管理的環結中，出現了認知或執行上的差異，造成學生對系上所提供之教育服務品質產生不滿意的現象。文中更一併討論管理上可能的因應策略。

The purpose of this study was to analyze the education service quality of Physical Education and Sports-related (PES) departments of selected Taiwanese universities and colleges from the perspectives of students (N=648), professional employees (N=20), and chairpersons (N=12). A revised PE SERVQUAL questionnaire was used as the survey instrument. In addition, attributes of education service needing improvement are presented graphically on a 4-Quadrant grid. The Gap model analysis showed that students had a negative perception of education service quality. The results revealed that there was a statistically significant difference between student expectations (SE) and perceptions (SP) on all of the 5 dimensional gaps: Commitment, Professionalism, Tangibles, Empathy, and Reliability. The biggest gap was found in the Commitment dimension. Comparatively, on the managerial side, a significantly negative perception of service delivery occurred in the Communication Gap. As a result, the education service quality of the surveyed Taiwanese PES departments in universities and colleges was perceived negatively by students due to gaps occurring in the organizations. Recommendations of managerial strategies are discussed.

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