Service Satisfaction Survey on Academic Administration to the Example of Kao Yuan University

• Main Authors: Chi-Chia Lin, 林己甲
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/77915409792029363707

碩士 === 義守大學 === 資訊管理學系碩士在職專班 === 99 === From the view the service quality, this study investigates the status quo of the school administration service quality satisfaction from faculty at Kao Yuan University. Document analysis, questionnaire survey and quality function deployment were used for the study. A total of 314 questionnaires were distributed and returned. Computed by statistical software SPSS, the results revealed how academic faculty expected and perceived school administrative services, as well as the relationship between their expectations and reality. The results could serve as advice for their improvement in the future. The subjects of the study were faculty at Kao Yuan University, Luchu district, Kaohsiung City. The teachers were from Departments of Chemistry, Civil Engineering, Architecture, Greenergy, Electronics, Electrical, Machine & Control, Optoelectronics, Business Administration, Mechanical Engineering, Biology, Finance Law, Marketing and Logistic, Information Management, Information Dissemination, Information Technology, and so on; Including part-time administrative faculty of teachers, all the faculty, in the Office of Academic Affairs, Student Affairs Division, General Affairs Department, Personnel Office, Accounting Office, and Computer Center, were asked to fill in the questionnaires. Based on the PZB service quality model, “Kao Yuan University Senate questionnaire administration service quality” was formulated from five dimensions: the visibility, professionalism, timeliness, completeness indeed, courtesy. Furthermore, according to data analysis, relevant information found will be directly imported as QFD in order to transfer the service quality requirements into technical requirements for quality. Finally, the priority of important quality techniques and service quality improvement technology would be identified by the meta-analysis. The results of this study will provide suggestions to Academic Administration.