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The Study on Service Quality of Public Vocational Training Institution in Taiwan，R.O.C.
The Public Vocational Training Institution
本研究之問卷共分學員、企業用人單位二種問卷。以我國12所公訓中心學員採抽樣10%計約600人（有效樣本528份）及企業用人單位120（63）家共計寄發問卷720份（有效樣本591份）。資料統計方法採：次數分配、t考驗（p<0.05顯著水準）、單因子變異數分析(one-way anova) 等。
The purpose of this study was to explore the role played by The Public Vocational Training Institution (PVTI) with respect to the importance of its service quality, level of satisfaction by its customers and the variations in its service delivery. Academically, there are many ways to evaluate the service quality and level of satisfaction. Here we followed the variation analysis used by Parsuraman, Zeithaml and Berry (1985) to explore the characteristics of service quality, structure and the characteristics of vocational training. The survey is in a questionnaire format and it is intended to explore the variation in the perception of service quality by various groups. The results will form some basis for our government to improve the service quality for its vocational training. It is also expected to boost morale for their teachers and staff members through better training and improved service. The study toke 600 samples or 10% of student samples from our country's 12 PVTIs and 120 industry firm of 12 PVTIs . The total number of effective questionnaires is 591. The statistical methods include: Applied frequency distribution, descriptive statistics, t test (p< 0.05 significance level), single factor variation analysis (One way ANOVA) (including sample size, mean, standard deviation and standard error) (use Scheffé's post test if variation reaches certain significance level to compare the variations among different groups). The study found some questions in the PVTI, by scoring lower average in service quality of their students and industry firm, be empthy to pay more attention to the service quality. The remaining 2 groups (students and enterprises) all score lower averages in their 29-question questionnaires which indicated there is room for improvement. The level of satisfaction for the general students and industry firm , which indicates the general students and industry firm are unsatisfying about the service quality of the vocational training. This may be due to the complexities of laws and regulations and delays of file processing. The perception of poor quality should be brought to the attention of management of the PVTI. In order to provide a service to meet the expectation of all students, the management needs to evaluate its performance based on the need of the whole student body. The most effective ways of improvement will either reduce or eliminate the variations in the perception of service quality.
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