CAJ | 학술논문

良好的服务质量可以留住既有顾客并开发新顾客（Kolter,1991）。学校亦如企业相同,提供好的服务质量,将有助于学校招揽新生,并留住旧生,降低转出率。以台湾南部3所科技大学为例,调查不同学院学生对于学校服务质量的认知。研究结果得知：＂学校的图书馆给学生提供便利的学习环境和学生所需要的书目,并方便学生取得＂与＂图书馆内具备有足够的公共设备＂是学生认为学校提供的最满意服务;而＂学校接受抱怨后,会尽速改善＂、＂学校餐厅提供的伙食是新鲜且健康的＂与＂学生能够自由的选择选修科目,而不受任何约束＂,是目前学生感到最不满意的服务。在重要性方面,研究结果发现＂学生能够自由的选择选修科目,而不受任何约束＂是学生感到最重要的服务指标,而＂在服装仪容与举止上,教职员有展现专业的风范＂是学生感到最不重要的服务指标。研究结果认为,＂持续的评估与改进＂与＂课程传递＂两个服务构面落在优先改善区,是学校首要改善的服务类别。值得学校单位重视这些服务指针,并提出服务应改进之策略。
량호적복무질량가이류주기유고객병개발신고객（Kolter,1991）。학교역여기업상동,제공호적복무질량,장유조우학교초람신생,병류주구생,강저전출솔。이태만남부3소과기대학위례,조사불동학원학생대우학교복무질량적인지。연구결과득지：＂학교적도서관급학생제공편리적학습배경화학생소수요적서목,병방편학생취득＂여＂도서관내구비유족구적공공설비＂시학생인위학교제공적최만의복무;이＂학교접수포원후,회진속개선＂、＂학교찬청제공적화식시신선차건강적＂여＂학생능구자유적선택선수과목,이불수임하약속＂,시목전학생감도최불만의적복무。재중요성방면,연구결과발현＂학생능구자유적선택선수과목,이불수임하약속＂시학생감도최중요적복무지표,이＂재복장의용여거지상,교직원유전현전업적풍범＂시학생감도최불중요적복무지표。연구결과인위,＂지속적평고여개진＂여＂과정전체＂량개복무구면락재우선개선구,시학교수요개선적복무유별。치득학교단위중시저사복무지침,병제출복무응개진지책략。
The purpose of this study is to understand students＂ satisfaction and important service quality indicators in colleges by concept of service quality. The validity questionnaires were administered to 465 samples. The data were analyzed by using Descriptive Statistics and Importance-Performance Analysis. Research results show that the most satisfactory item preferred are ＂A library must be student-friendly, stacked with books most relevant to the subject being pursued by the students, and with utmost accessibility＂, and ＂The library should have sufficient infrastructure facilities＂. The service indicators perceived as the least satisfaction are ＂To be giv- en freedom to choose the elective subjects without any compulsion from any quarters＂, ＂The remedial measures have to be initiated with such promptness as to instill confidence in the complainants＂, and ＂The quality of food and water sup- plied by the caterers should be good and hygienic＂. In addition, ＂To be given freedom to choose the elective subjects without any compulsion from any quarters＂ is perceived as the most important service indicator. The service indicator ＂ In dress and in demeanor, the faculty should appear professor-like＂ is perceived as the least important by students. Managerial implications of the research findings are discussed.