臺灣家長對高等教育服務品質特性歸類與評價之研究

Abstract

本研究目的主要在於評估臺灣家長對於高等教育服務品質之意見，以提供大學行政決策之參考依據。本研究文獻基礎是透過國內外期刊等，進而探討高等教育服務議題，並分別整理出課程教學、學習支援與職涯輔導等品質構面，以及其所屬要素題項，做為高等教育服務品質評估量表之建構基礎。本研究之方法依據為透過焦點團體與驗證性因素分析(confirmatory factor analysis, CFA) 檢驗量表信效度，其次透過857位家長的意見蒐集，使用Kano二維品質模式與其改良模式結合重要性滿意度模式，探討我國家長對於高等教育服務品質特性之歸類與評價。本研究發現，學校可參考家長意見，提升課堂內外的課程教學規劃與品質管控、加強就業升學輔導與其成效檢核調整，以及審慎評估學生經濟援助政策與學生事務投資效益。最後，本研究依據研究發現提出相關之建議，俾利於評估與提升高等教育服務品質之參考依據。

The main purpose of this study is to assess the opinions that parents have of higher education in Taiwan, and further help universities in Taiwan make pertinent administrative changes. This study collected data and analyzed findings from previous studies on higher education; subsequently, the results of the analysis generated a scalogram to illustrate overall quality of institutions of higher education in Taiwan.Three major dimensions of quality were identified: curriculum and teachiing， learning support and career counseling, each of which included sub-categories. The research method adopted in this study was to test the validity and reliability of the scalogram by organizing focus groups and performing confirmatory factor analysis. The second step involved interviewing 857 parents to evaluate how they perceived higher education, using Kano's two-dimensional quality model and the importance-satisfaction analysis model. The analysis of the parents' opinions revealed that universities should enhance their programs and quality control for extracurricular activities, (students') coursework as well as the teaching skills of faculty members; reinforce, evaluate, and adjust career counseling vis-a.-vis employment and studies; and assess financial assistance policies for students and investment returns on student affairs. Lastly, this study offers suggestions for assessing and enhancing the quality of higher education in Taiwan.