臺灣博碩士論文加值系統

本研究主要針對TTQS專業人員在服務品質與服務滿意度之間的關連性，在專業人員TTQS訓練品質系統機制整體滿意度及意見調查中共針對457位三類專業人員發出問卷（99 年度評核委員共 200 位、輔導顧問共 139位、訓練講師共118位）。研究發現專業人員對於TTQS整套系統機制、TTQS彙管中心以及各分區服務中心所提供之服務品質與滿意度大致皆滿意，此外對於SOP應遵守之權利與義務規定亦呈現高度滿意水準。最後研究也得知，90%以上的三類人員皆認為對於表現不適任之人員應設有退場機制。針對上述發現，研究提出以下建議：
1. 90%以上的三類人員皆認為對於表現不適任之人員應設有退場機制。身份的不同對於理想的退場機制認知亦不同；評核委員與輔導顧問認為最理想的退場機制為倫理規範；教育訓練講師則認為上課學員滿意度與否是最適合的退場機制。鑒於大多數的人員皆同意應有退場機制以提升整體水準，建議TTQS彙管單位後續可朝此方向著手進行。
2. 高達93%的評核委員皆認為今年度分區服務中心派(接)案的次數是非常合理的。針對此點也代表本年度彙管單位以及分區服務中心的作為有收到最大成效，大大改善了以往為人詬病的派案制度，也更加證實今年度啟用的自動派案系統的公平性與實用性，後續可更加倚靠此系統作為派案依據，減少派案不公現象。
3. 三類人員對於分區服務中心整體行政流程皆呈現高度滿意並且從滿意度的平均分數來看皆高達5.5分以上，再再顯示今年度SOP規畫的十分適當並且符合各方的期待。鑒於明年度將有新的TTQS指標，因此建議後續研究可再針對新指標加以測量，檢視其指標是否能確實反映受測者的認知情況以及作為改善TTQS系統的依據。
4. 三類人員對於SOP應遵守之權利與義務規定皆高度滿意(95%以上)，且高達94%的人認為最有效提升專業素養的方式為參與TTQS研討會，其次為參與TTQS訓練。有鑑於此，TTQS彙管單位後續應可繼續開設一系列訓練課程，藉由系統化的設計與規劃，提升其專業素養。此外，本研究針對99年度SOP相關內容作一詢問與檢視，此結果也作為後續編修SOP之參考依據。鑒於明年度SOP的新增與修訂，建議後續研究可再針對新SOP的內容作一檢視，並再次詢問三類人員對於新SOP的規定是否清楚明瞭與滿意。

The research investigates the general satisfaction and survey from professional who have trained in the TTQS (Taiwan Train Quality System). These questionnaires offer for three kinds of 457 professional staffs. (The professional staffs have a total assessment committee of 200 members in 2010 of this year. There are 139 counselors and 118 trainers.) The research found that the entire system of TTQS and each service center, which offers quality of service, is generally satisfied of professional staffs; in addition, the SOP (standard operate process) should abide by the provisions of the rights and obligations has also shown a high degree of satisfaction level. Finally, studies have also learned that more than 90% of the three categories are considered to create an exit mechanism for the officials deemed to be incompetent. According to this situation, the research makes some suggestions:
1. More than 90 percent of the three types considered to create an exit mechanism for the officials deemed to be incompetent. The different identity will affect the cognition of ideal exit mechanism; the assessment committee members and counselors regarded that the ethical norms will be the perfect exit mechanism; the educational trainers think that the student satisfaction is optimum exit mechanism. As a result, most of professional believe that the exit mechanism can enhance the over level of exit, so it recommendations TTQS exchange control units can follow-up that to be proceed with the direction.
2. Up to 93 percent members of the assessment considered that the district service center sends (connection) number of cases is really reasonable this year. The point also represents the year for exchange control units and the district service center have received as the largest result. It improved the past of problems for the case system; moreover, it more confirmed the fairness and practicality since start using the system of automatically sent the case. After that, when they follow this system, it reduce the injustice situation.
3. District Service Center for three categories of administrative processes is showing a high degree of overall satisfaction and from satisfaction Average scores were as high as 5.5 or more points of view. It displays this year of the SOP planning is really appropriate, and fit in with the expectations of all parties. In view of next year, There will be a new TTQS indicators, as a result, the follow-up study is recommended for new indicators to be measured again to view the index can reflect whether the cognition of subjects as well as the basis for improving the TTQS system.
4. SOP for the three categories shall comply with the provisions of the rights and obligations are highly satisfied (95%), and high 94% of people think that the most effective way to enhance the professionalism of the participating TTQS seminar, followed by participation TTQS training. In view of this, TTQS exchange control units should continue to set up a series of training courses Process, by managing the design and planning, to enhance their professionalism. In addition, the research will enquiry and survey about SOP in 2010, and the result will also be as a reference for follow-up by editing SOP Data. For the next year’s new and revised SOP, and recommendations for follow-up study could be the contents of the new SOP for a review, then asked three staff again whether the provisions of the new SOP clarity and satisfaction.

摘要 I
Abstract II
目錄 IV
第一章 緒論 .....................................................1
第一節 研究背景與動機 ...........................................1
第二節 研究流程 .................................................3
第三節 重要名詞解釋 .............................................4
第二章 文獻探討.................................................5
第一節 服務品質..................................................5
第二節 服務滿意度................................................7
第三節 服務品質與服務滿意度的關聯性..............................9
第三章 研究設計與實施 ........................................11
第一節 研究架構 ................................................11
第二節 研究變項之操作型定義 ....................................12
第三節 研究對象與問卷設計 ......................................16
第四節 資料分析方法 ............................................19
第四章 研究結果與分析 ........................................21
第一節 評核委員問卷資料分析.....................................21
第二節 輔導顧問問卷資料分析.....................................28
第三節 教育訓練講師問卷資料分析.................................33
第四節 開放式問題結果彙整.......................................38
第五章 結論與建議 .............................................64
第一節 結論 ....................................................64
第二節 管理實務建議 ............................................66
第三節 後續研究建議 ............................................67
參考文獻 .......................................................68
附錄一
TTQS訓練品質系統機制整體滿意度及意見調查_評核委員.................71
TTQS訓練品質系統機制整體滿意度及意見調查_輔導顧問.................74
TTQS訓練品質系統機制整體滿意度及意見調查_教育訓練講師.............77

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