| Summary: | 碩士 === 雲林科技大學 === 應用外語系碩士班 === 97 === Since educational institutions are in face of outer change and outrageous competitiveness, service quality plays a crucial role for enhancing the overall learning environment. This research aims to understand the present situation of service quality in National Yunlin University of Science and Technology, to explore the perception of service quality of students, and to compare perceptual gap between expectation and perception of students. Research respondents included 223 students currently studying in Engineering, Design, Management, and Foreign departments of the Yunlin University of Science and Technology. The study undertook qualitative research as the first stage to design the questionnaire; the quantitative research was the second stage to collect research data. As for data analysis, T-test, One-Way Anova and Sheffe analyses are applied. The finding of the study was that the gaps between expectation and perception of students in five dimensions are large. Regarding different individual attributes, the differentiation between expectation and perception were obvious. Besides, the gap appeared the largest in the Responsiveness dimension. Also, the correlation between Responsiveness and Reliability was the highest.
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