推廣教育品質之研究──以大學推廣教育為例

The Study on the Quality of Extension Education Example by University

終身教育為目前教育政策主流方向，而大學辦理之推廣教育是提供一般民眾持續進修、自我學習的各種課程，滿足民眾活到老、學到老的需求。本研究主旨在瞭解推廣教育單位學員對產品品質及服務品質上之感受，探討是否會影響學員對服務單位整體滿意度及學員忠誠度。研究分析結果顯示，推廣教育單位提供之服務品質對學員滿意度及忠誠度具有正向顯著的影響、學員滿意度對學員忠誠度具有正向顯著的影響。研究建議推廣單位可依照學員回饋，提供給學員優良學習環境及更加多元化的課程，以達到提升學員滿意度忠誠度之效果。

Lifelong education is the mainstream direction of the current education policy. The extension education provided by the university is to provide a variety of courses for the public to continue to study and self-learning which can satisfy people's needs about working and learning. The main purpose of this study is to identify the feelings of the students in the promotion unit on product quality and service quality and to explore whether it will affect the overall satisfaction of the service units and the loyalty of the students. The results show that the service quality provided by extension education units has a positive and significant impact on student satisfaction and loyalty, and student satisfaction has a positive and significant impact on student loyalty. The research suggests that according to the feedback of students, the Extension Education department can provide more diversified courses and provide a favorable learning environment to improve the satisfaction and loyalty of students.