A Study on the Construction Service Quality for Nonprofit Organization --Case of the Youth Volunteers Centers

• Main Authors: Ying-chih Lin, 林英治
• Other Authors: Ming-Te Liu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/96093650872036638511

碩士 === 南華大學 === 非營利事業管理研究所 === 91 === 　　Recently Nonprofit Organization have increased with the rapid economic growth and social change, so their management and operation have attracted scholars’ and experts’ attentions, especially in customers satisfaction and Service Quality. Moreover, the twenty-first century has become a service-driven society, it can be said that the age of stressing the value of service is coming. Businesses should provide services based on customers’ needs, otherwise they would be replaced by their competitors. Therefore, it is now an important issue that whether Nonprofit Organization should be customer-oriented as the profit-seeking organizations are. 　　 　　In this study, we adopted a Construction Service Quality model proposed by Parasiraman, Zeithaml and Berry (PZB), and further discussed the Construction Service Quality for nonprofit organization. Also, we found out the attributes of youth volunteers centers through study of literature , survey, and data anslysis, and then designed a questionnair for Youth Volunteers Centers of National Youth Commission based on the said attributes in order to do the research. Then we conducted a survey on participants by distributing them the “Questionnaire on Importance of Service Quality to Youth Volunteers Centers of National Youth Commission” and used SPSS to analyze and compare the result. From the recovered questionnairs, we got four significant dimensions regarding to the perceived service quality after we ran a factor analysis. These four dimensions are reliability, tangibility, competency and encouragement. Form the analysis, it was known that the rank of the four dimensions is arranged in the following order：reliability, competency, tangibility and encouragement. 　　 　　National Youth Commission set up Youth Volunteers Centers that bears two responsibilities. They are how to educate and train young people’s skills and cultivate their service spirits through various activities. Meanwhile, the purpose of the Youth Volunteers Centers is to let the youth volunteer become a bridge between service provider and users. Consequently, Youth Volunteers Centers does not only play the role of service provider but also the role of the trainer and medium. At last, we propose that Youth Volunteers Centers should launch massive propaganda campaign to send messages effectively, coordinate with different organizations, integrate all kinds of services, direct its goals and contents toward more professional and comprehensive, plan training classes and create learning opportunities for volunteer workers.