臺灣博碩士論文加值系統

Over the past decade, because of increasing pressure for institutions to respond to the labour-market and prepare students for employment after graduation, many Taiwan universities have increased their quality standards for higher education. However, do the service quality, environment quality, and teaching quality they provided fit the requirement of foreign students? It is a question worth to investigate if Taiwan''s university want to compete with other university in the world. To answer the above question, firstly, this study examines how international students feel about the service quality, environment quality, and teaching quality of the university they studied. Then, the relationship between service quality, teaching quality, learning-environment quality and student satisfaction are also investigated. Questionnaires were used for data collection. Samples are selected from the students in one university in south Taiwan and 250 questionnaires were collected. Three research questions guided the investigation, and the Statistical Package for Social Sciences was used for data analysis. Results reveal that the administrations of this university provide quality service standards at medium levels and quality service standards positively affect students’ satisfaction. Based on research results, recommendations to the University for improving the implementation of quality standards which will ensure continuous improvement and student satisfaction are provided. The empirical results of this study can provide support for the Parasuraman’s SERVQUAL (1985), which related to the factors contributing to students’ satisfaction.

Acknowledge i
Abstract ii
Contents iii
List of Tables v
List of Figures vi
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Statement Problem and Research Objective 3
1.3 Significance of Problem 5
Chapter 2 Literature Review 6
2.1 Service Quality 6
2.2 Teaching Quality 8
2.3 Learning Environment Quality 9
2.4 Student Satisfaction 11
2.5 Perceived Value 14
2.6 Outcome Quality 15
Chapter 3 Methodology 18
3.1 Research Design 18
3.2 Sampling Size 19
3.3 Data Collection 19
3.4 Measure 20
3.5 Data Analysis 20
Chapter 4 Result and Discussion 21
4.1 Descriptive Analysis 21
4.2 Reliability and Factor Analysis 27
4.3 Regression Analysis 36
Chapter 5 Conclusion and Suggestions 42
5.1 Conclusion 42
5.2 Limitations 43
5.3 Suggestions 44
References 45
Appendix 54

Anderson, H. M., Moore, D. L., Anaya, G., & Bird, E. (2005). Student Learning Outcomes Assessment: A Component of Program Assessment. American Journal of Pharmaceutical Education, 69 (1-5), 256.
Abouchedid, K., Nasser, R. (2002). Assuring quality service in higher education: registration and advising attitudes in a private university in Lebanon. Quality Assurance in Education, 10 Issue: 4, 198-206.
Aldridge, S., Rowley, J. (2001). Conducting a withdrawal survey. Quality in Higher Education, 7 (1), 55-56.
Balla, J.I., Biggs, J.B., Gibson, M., & Chang, A.M. (1990). The application of basic science concepts to clinical problem-solving. Medical Education, 24, 137–147.
Bazargan, A. (1999). A Bazargan Introduction to assessing quality in higher medical education. Quality in Higher Education, 5, 61-68.
Biggs, J. (1993). What do inventories of students’ learning process really measure? A theoretical review and clarification. British Journal of Educational Psychology, 83, 3-19.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7-27.
Churchill, O. A., Jr., & Surprenant, C. (1982). An investigation into the determinants of the customers satisfaction. JMR, Journal of Marketing Research, 19(4), 491-504.
Clemes, M.D., Ozanne, L.K., & Laurenson, W.L. (2001). Patients’ Perceptions of Service Quality Dimensions: An Empirical Examination of Health Care in New Zealand. Health Marketing Quarterly, 19 (1), 3-22.
Cuthbert, F. (1996). Managing service quality in HE: is SERVQUAL the answer? Part 1, Managing Service Quality: An International. Journal, 6 Issue: 2, 11-16.
Cheng, Y.C., & Tam, W.M. (1997). Multi-models of quality in education. Quality Assurance in Education, 5 (1), 22-34.
Cronin, J. J. Jr., & Taylor, S. A. (1992). Measuring service quality: a re-examination and extension. Journal of Marketing, 56, 55-68.
Cronin, Jr., & Taylor, A. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3, Jul., 1992), 55-68.
Carey, K., Cambiano, R. L., & De Vore, J. B. (2002). Student to faculty satisfaction at a Midwestern university in the United States. HERDSA, 93-97. Retrieved August 28th 2004, from www.ecu.edu.au/conferences/herdsa/main/papers/ref/pdf/ Carey.pdf.
Dalton, H., & Denson, N. (2009). Student evaluation: what predicts satisfaction? in The Student Experience. Proceedings of the 32nd HERDSA Annual Conference, Darwin, 100-110.
Drexler, J. A. J., & Kleinsorge, I. K. (2000). Using total quality processes and learning outcomeassessments to develop management. Journal of Management Education, 24(2), 167-182.
Dick, A.S., & Basu, K. (1994). Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dyson, P., Farr, A., & Hollis, N.S. (1996). Understanding, measuring, and using brand equity. Journal of Advertising Research, 36(6), 9-21.
Drexler, J. A. J., & Kleinsorge, I. K. (2000). Using total quality processes and learning outcome assessments to develop management curricula. Journal of Management Education, 24(2), 167-182.
Elliot, K., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24, 197-209.
Edstrom, K. (2008). Doing course evaluations as if learning matters most. Higher Education Research and Development, 27, 95-106.
Etwistle, N.J., & Ramsden, P. (1983). Understanding Student Learning (London, Croom Helm).
Ewell, P. T. (1994). A matter of integtity: Accountability and the future of self-regulation. Change, 26(6), 24-39.
Ford, J.B., Joseph, M., & Joseph, B. (1999). Importance-performance analysis as a strategic tool for service marketers: The case of service quality perceptions of business students in New Zealand and the USA. J. Service Market, 13, 171-186.
Fuhrmann, G. (2003). Students'' Evaluation of Teachers and Instructional Quality-Analysis of Relevant Factors Based on Empirical Evaluation Research. Assessment & Evaluation in Higher Education, 28 (2003), 229-238.
Gage, S. M. (2001). Extraordinary Customer Service: The Agile Manager''s Guide. Bristol, VT: Velocity Business Publishing.
Gronroos, C. (1984). The model of service quality and its marketing implications in European. Journal of Marketing, 18 Issue: 4, 36-44.
Gardiner, L. F., Anderson, C., & Cambridge, B. L. (1997). Learning through assessment: resource guide for higher education. Washington, DC: American Association for Higher Education.
Greene, S. J. (2007). Exploration of Deep Thinking Skills of UW-Stout Students via Examination of National Survey of Student Engagement (NSSE) and Additional1nstitutional Data. The Graduate School at the University of Wisconsin-Stout, Menomonie.
Gloria K.Q. (2011). The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management 6 (5).
Hasan, H. F. A., Ilias, A., Rahman, R. A., & Razak, M. Z. A. (2008). Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions. International Business Research, 1(3), 163-175.
Hill, M., (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality Assurance in Education, 3 Issue: 3, pp.10-21.
Huber, F., & Herrmann, A. (2000). The Role of Customer Value in Arriving at an Assessment of Satisfaction: Results of a Causal Analytic Study. Developments In Marketing Science, 110-115.
Healey, A. (2000). Linking research and teaching: exploring disciplinary spaces and the role of inquiry-based learning.
Hom, W. (2002). Applying Customer Satisfaction Theory to Community College Planning of of Student Services. Journal, Retrieved January 7th 2004.
Healey, A. (2000). Developing the Scholarship of Teaching in Higher Education: A discipline-based approach. Higher Education Research & Development, 19 (2), 2000.
Hersh, R. H. (2007). Going Naked. Peer Review, 9(2), 4-8.
Hanna, N., & Wagle, J. S. (1989). Who is your satisfied customer? Journal of Consumer Marketing, 6(1), 53-61.
Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer. Journal of Consumer Psychology, 4(3), 277-303.
Johnston, R. (1995). The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Service Industry Management, 6 Issue: 5, 53-71.
Jacob, J., & Chestnut, R. W. (1978). Brand Loyalty: Measurement and Management. New York: Wiley.
Kanji, G. K., Malek, A., & Wallace, W. (1999). A Comparative Study of Quality Practices In Higher Education Institutions In The US And Malaysia. Total Quality Management, 10 (3), 357-371.
Kotler, P., & Clarke, R. N. (1987). Marketing for health care organizations. Englewood Cliffs, NJ: Prentice-Hall.
Kazemi, A. M. (2005). Higher education and stable political development. Institute for Research and Planning in Higher Education, 1, 13–32.
Kristensen, K., Martensen, A., & Gronholdt, L. (1999). Measuring the Impact of Buying Behaviour on Customer Satisfaction. Total Quality Management & Business Excellence, 10(4/5), 602-614.
Lewis, R. C., & Booms, B. H. (1983). SERVQUAL: Measuring higher education service quality in Thailand
Lewis, R. C., & Booms, B. H. (1983). The marketing aspect of service quality. In Berry, L., Shostack, G., & Upah, G (Eds). Emerging Perspective on Service Marketing. American Marketing Association, Chicago, IL, 99-107, 1983.
Lopez, C. L. (2002). Assessment of student learning: challenges and strategies. The Journal of Academic Librarianship, 28(6), 356-367.
Majeed, S., & Ziadat, M. (2008). Quality and Accreditation of public education institutions and university. Amman: Dar al - Safaa for publication and distribution.
Marton, F., & Salijio, R. (1976). Symposium: learning processes and strategies. On qualitative differences in learning. II: Outcome as a function of the learner’s conception of the task. British Journal of Educational Psychology, 46, 115–127.
Meirovich, G., & Romar, J. (2006). The difficulty in implementing TQM in higher education instruction: The duality of instructor/student roles. Quality Assurance in Education, 14 Issue: 4, 324-337.
Mustafa, S. T., & Chiang, D. (2006). Dimensions of quality in higher education: How academic performance affects university students'' teacher evaluations. Journal of American Academy of Business, Cambridge, 8(1), 294.
Malik, M.E. (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. Journal of Management Research ISSN 1941-899X 2010, 2(2).
Oldfield, B. M., & Baron, S. (2000). Students'' perception of service quality in a UK university business and management faculty. Quality Assurance in Education, 8 (2), 85-95.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
Plank, R., & Chiagouris, L. (1997). Perceptions of quality of higher education: An exploratory study of high school guidance counsellors. Journal of Marketing for Higher Education, 8(1), 55-67.
Pace, C. R., & Kur, G. D. (1998). College student experiences questionnaire (4th ed.).Centre for Postsecondary Research and Planning, Indiana University School of Education: Bloomington.
Palacio, A. B., Meneses, G. D., & Perez, P. J. P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486-505.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 6(1), 12-36.
Qureshi, T., Shaukat, M., & Hijazi, S. (2011). Service Quality SERVQUAL model in Higher Educational Institutions, What Factors Are to be Considered. Interdisciplinary Journal of Contemporary Research in Business. 2 (5), 281-290.
Ramsden, P. (1991). A performance indicator of teaching quality in higher education: The Course Experience Questionnaire. Studies in Higher Education, 16(2), 129- 150.
Ramsden,P., & Etwistle, N.J. (1981). Effects of academic departments on students’ Approaches to studying, British. Journal of Educational Psychology ,51, 368–383.
Shank, M. D., Walker, M., & Hayes, T. (1995). Understanding professional service expectations: do we know what our students expect in a quality education. Journal of Professional Services Marketing, 13(1), 71-89.
Sproule, R. (2000). Student evaluations of teaching: A methodological critique of conventional practices. Education Policy Analysis Archives, 8(50), 125-142.
Spooren, P., Mortelmans, D., & Denekens, J. (2007). Student evaluation of teaching quality inhigher education: Development of an instrument based on 10 Likert-scales. Assessment and Evaluation in Higher Education, 32, 667-679.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
Swan, J. E., & Nolan, J. J., (1985). Gaining Customer Trust: A Conceptual Guide for the Salesperson. Journal of Personal Selling and Sales Management, 5(2), 39-48.
Smith, R., & Ennew, C. (2001, January). Service quality and it impacts on word of mouth communication in higher education.
Soutar & McNeil (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34 Issue: 1, 72-82.
Shevlin, M., Banyard, P., Davies, M., & Griffiths, M. (2000). The validity of student evaluation of teaching in higher education: Love me, love my lectures? Assessment and Evaluation in Higher Education, 25, 397-405.
Tenner, A. R., & DeToro, I. J. (1992). Total quality management. Reading, MA: Addison-Wesley.
Tam, M. (2006). Assessing quality experience and learning outcomes. Quality Assurance in Education, 14(1), 75-87.
Tan, C., Tee, N.P. (2012). A critical reflection of teacher professionalism in Cambodia. Asian Education and Development Studies, 1 Issue: 2, 124-138.
Taggart, B. (2004). The Effective Provision of Pre-school Education (EPPE) Project: Findings from pre-school to end of key stage 1. Nottingham, United Kingdom: Department for Education and Skills.
Thomas, P. R., & Bain, J. D. (1984). Contextual dependence of learning approaches: the effects of assessments. Human Learning, 3, 227–240.
Umbach, D., & Porter, R. (2002). How Do Academic Departments Impact Student Satisfaction? Understanding the Contextual Effects of Departments, Research in Higher Education, 43 (2), AIR Forum Issue (Apr., 2002), 209-234
William, J. (2002). The student satisfaction approach: student feedback and its potential role in quality assessment and enhancement. 24th EAIR Forum, Prague, 8-11 September.
Weisberg, H. F., Krosnick, J. A., & Bowen, B. D. (1989). An Introduction to Survey Research and Data Analysis. San Francisco, CA: Scott Foresman & Co.
Walfried, M., Lassar, C.M. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14 Issue: 3, 244-271.
Wachtel, H. K. (1998). Student evaluation of college teaching effectiveness: A brief review Assessment and Evaluation in Higher Education. 23(2), 191-212.
Yasin, M., & Yavas, U. (2001). Improving Service Quality in the Hospitality Industry. Journal of Hospitality & Leisure Marketing 7 Issue: 4,2001.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing. 52(3),2-20.
Zammuto, R. F., Keaveney, S. M., & O’connor, E. J. (1996). Rethinking student services: assessing and improving service quality. Journal of Marketing in Higher Education, 7(1), 45-69.