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| Title: | 學校服務品質、學生滿意度與忠誠度相關之影響
Relationships among Service Quality, Student Satisfaction and Loyalty |
| Authors: | 沈君儀
Shen, Chun-Yi |
| Contributors: | 陳榮政
Chen, Jung-Cheng
沈君儀
Shen, Chun-Yi |
| Keywords: | 學校服務品質
學生滿意度
忠誠度
service quality
student satisfaction
loyalty |
| Date: | 2024 |
| Issue Date: | 2024-08-05 14:31:50 (UTC+8) |
| Abstract: | 本研究旨在瞭解在臺灣大專院校競爭日益激烈，面臨少子女化趨勢下，學生人數銳減及學生休退學率逐年升高問題的情況下，某護理專科學校之服務品質、學生滿意度與忠誠度的現況，對於不同背景變項下學校服務品質、學生滿意度與忠誠度之差異情形作分析，探究學校服務品質、學生滿意度與忠誠度之間的關係。
本研究採問卷法，以某護理專科學校之學生為研究對象，共回收有效樣本527份。透過描述性統計、重要-表現程度分析法、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關分析及結構方程模式等統計方法檢驗研究假設。研究結論分述如下：
一、某護理專科學校學生自評之學校服務品質、學生滿意度與忠誠度整體狀況屬於中上程度，分別以「體貼性」、「整體滿意度」及「我如果我有重新選擇的機會，我依然會選擇我目前所就讀的學校」層面表現最佳。
二、不同背景變項的學生，對學校服務品質、學生滿意度與忠誠度有顯著差異。
三、學校服務品質對學生滿意度具有顯著影響。
四、學生滿意度對忠誠度具有顯著影響。
五、學校服務品質對於忠誠度無顯著影響。
六、學生滿意度對學校服務品質與忠誠度之關係存在中介效果。
依據以上研究結果，本研究進行相關整理與討論，並提出實務建議及未來研究方向供參考。
The aim of this study is to understand the current situation of service quality, student satisfaction, and loyalty in a certain nursing vocational school in Taiwan, amidst the increasingly competitive landscape of higher education institutions, as well as the declining student enrollment and rising dropout rates due to demographic changes. The study analyzes the differences in service quality, student satisfaction, and loyalty among students with different backgrounds and explores the relationships between these variables.
A questionnaire survey was conducted among students of the nursing vocational school, with a total of 527 valid responses collected. Statistical methods including descriptive statistics, Importance-Performance Analysis (IPA) , independent samples t-test, one-way analysis of variance (ANOVA) , Pearson correlation analysis, and structural equation modeling (SEM) were employed to test the research hypotheses. The conclusions of the study are as follows:
1.The self-rated service quality, student satisfaction, and loyalty of students in the nursing vocational school are generally above average, with the aspects of "empathy", "overall satisfaction", and "likelihood of choosing the current school again if given the chance" performing the best.
2.Students with different background variables exhibit significant differences in service quality, student satisfaction, and loyalty.
3.Service quality significantly influences student satisfaction.
4.Student satisfaction significantly influences loyalty.
5.Service quality insignificantly influences loyalty.
6.Student satisfaction mediates the relationship between service quality and loyalty.
Based on the research findings, this study provides relevant summaries and discussions, as well as practical recommendations and suggestions for future research directions. |
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| Description: | 碩士
國立政治大學
學校行政碩士在職專班
110911023 |
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