[1]蒋丞哲,周美利.满意度与重要性分析法在大学院校服务质量检视中的应用[J].武汉职业技术学院学报,2012,(04):20-26.
　CHIANG Cheng-che CHOU Mei-li.Applying IPA Model in Evaluating Service Quality of College[J].Journal of Wuhan Polytechnic,2012,(04):20-26.
点击复制

满意度与重要性分析法在大学院校服务质量检视中的应用()
分享到：

《武汉职业技术学院学报》[ISSN:1006-6977/CN:61-1281/TN]

卷:
期数:
2012年04期
页码:
20-26
栏目:
出版日期:
2012-08-15

文章信息/Info

Title:
Applying IPA Model in Evaluating Service Quality of College
文章编号:
1671-931X （2012） 04-0020-07
作者:
蒋丞哲1; 周美利2
1.远东科技大学企业管理系，台湾台南74448； 2.远东科技大学运动与休闲管理系，台湾台南74448
Author(s):
CHIANG Cheng-che1 CHOU Mei-li2
Business Management, Far East University, Tainan74448, China; Department of Leisure and Sports Management, Tainan74448, China
关键词:
服务质量; 满意度分析; 重要性分析
Keywords:
quality service;  importance analysis;  performance analysis
分类号:
G647
文献标志码:
A
摘要:
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
Abstract:
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.

相似文献/References:

[1]刘丽莉.基于IPA分析法的武汉市地接导游服务质量探析[J].武汉职业技术学院学报,2015,(05):112.
　LIU Li-li.Study on the Native Tour Guide Service Quality Based on IPA Analysis[J].Journal of Wuhan Polytechnic,2015,(04):112.
[2]周美利.休闲卖场服务竞争力之评估[J].武汉职业技术学院学报,2012,(01):33.
　CHOU Mei-li.Discovering Service Competitiveness in Leisure Wholesale Industry[J].Journal of Wuhan Polytechnic,2012,(04):33.
[3]谢晓曼,童艺,陈佩颖.基于SERVQUAL模型的乡村旅游服务质量评价研究——以禾泉农庄为例[J].武汉职业技术学院学报,2011,(05):114.
　XIE Xiao-man TONG Yi CHEN Pei-yin.Assessment of Service Quality of Country Tour Operators with SERVQUAL- A Case Study of Hequan Resort[J].Journal of Wuhan Polytechnic,2011,(04):114.

备注/Memo

备注/Memo:
收稿日期：2011-10-28 作者简介：蒋丞哲渊1966-冤袁男袁博士袁远东科技大学企业管理系助理教授袁研究方向院营销管理曰周美利渊1965-冤袁女袁博士袁远东科技大学运 动与休闲管理系副教授袁研究方向院营销管理遥
更新日期/Last Update: 2012-08-15