技專校院護理臨床教師對行政服務品質知覺之研究   全文下載

A Study on Perceptions of Clinical Nursing Teachers at Technical Colleges toward Administrative Service Quality

本研究旨在探討技專校院護理臨床教師期望之行政服務品質項目並衡量其對現行行政服務品質的感受。此外，亦探討不同背景變項的護理臨床教師對行政服務品質感受的差異情形。本研究主要以Parasuraman、Zeithaml與Berry（1985）的缺口模式為架構，並採用SERVQUAL量表，依據護理臨床教學特性修改而形成問卷進行調查。本研究發出340份問卷，以SPSS12.0進行資料處理並採用描述性統計、t考驗及單因子變異數分析等統計方法。研究結果發現：1. 護理臨床教師期望之行政服務品質包含有形性、可靠性、反應性、保證性與關懷性五個構面，合計30個項目。2. 護理臨床教師目前最認同有形性構面的行政服務品質，但較不認同反應性構面。3. 護理臨床教師在期望與實際感受的行政服務品質之間存在缺口，尤其在反應性與保證性構面。4. 不同背景變項的護理臨床教師在期望的與實際感受的行政服務品質方面，存在顯著差異性。

The study aimed to investigate the clinical nursing teachers’ expected items and current degrees of satisfaction with administrative service quality of the Nursing Departments at technical colleges. Besides, the study analyzed the variations of administrative service quality perceived by clinical colleges with different backgrounds. the study developed the questionnaire based on the P.Z.B. Gap Model (1985) and SERVQUAL and revised according to the characteristics of clinical nursing teaching. Totally 340 questionnaires were distributed, and the collected data were further analyzed by SPSS 12.0 for Windows for descriptive statistics, T-test, ANOVA. According to the analysis results, the findings were described as follows: 1.The expected service quality consisted of “tangibility”, “reliability”, “Responsiveness”, “assurance” and “concern” five factors and 30 important items. 2. The clinical teachers currently satisified the “Tangibility” factor and dissatisfied the “Responsiveness”factor. 3. The expected and perceptived administrative service quality existed the gap, expecially in the “Responsiveness” and “assurance” factors. 4. Different demographic teachers demonstrated signigicant differences in the expected and perceptived administrative service quality factors.