跳到主要內容

臺灣博碩士論文加值系統

(44.192.22.242) 您好!臺灣時間:2021/07/31 11:42
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:卓珍琪
論文名稱:國民小學主任基本職能與自我知覺顧客滿意度之研究
指導教授:謝金青謝金青引用關係
學位類別:碩士
校院名稱:國立新竹教育大學
系所名稱:人力資源發展研究所
學門:教育學門
學類:成人教育學類
論文種類:學術論文
畢業學年度:97
語文別:中文
論文頁數:284
中文關鍵詞:國民小學主任基本職能顧客滿意度
外文關鍵詞:elementary school directorsbasic competencycustomer satisfaction
相關次數:
  • 被引用被引用:5
  • 點閱點閱:268
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
本文旨在探討國民小學主任基本職能與自我知覺顧客滿意度之現況,並分析主任個人、學校背景對基本職能與自我知覺顧客滿意度表現的關係,以及基本職能對顧客滿意度的影響。本研究主要採文獻分析、問卷調查、統計考驗及深入訪談等方法,針對研究待答問題進行討論分析。
本研究工具採自編之「國民小學主任基本職能與自我知覺顧客滿意度調查問卷」,研究對象為桃園縣、新竹縣、新竹巿、苗栗縣等四個縣巿之公立國民小學校長,問卷計發出610份,回收430份,回收率70.5%,有效問卷430份,調查結果應用SPSS/11.01統計套裝軟體進行分析,並與桃竹苗地區共6位主任進行深度訪談後,歸納研究結果如下:
一、國民小學主任基本職能可分專業知識、校務管理、領導與溝通、課程與評鑑四向度,以校務管理表現較好,課程與評鑑較弱。
二、國民小學主任自我知覺顧客滿意度可分為可靠性、回應性、有效性、關懷性、有形物五個向度,以回應性表現最好,有形物表現較差。
三、國民小學主任的任職年資、行政職別、學歷、學校規模、區域對基本職能部分向度表現上有所影響。
四、國民小學主任的年資、行政職別對顧客滿意度部分向度表現上有所影響。
五、國民小學主任的個人背景變項對基本職能表現有預測力。
六、國民小學主任的背景變項對顧客滿意度表現不具有預測力。
七、國民小學主任基本職能對於顧客滿意度有預測力。

根據上述結論,本研究提出以下建議:
一、對行政主管機關的建議
(一)提供經驗分享、完善的資訊數位化平台。
(二)以主任學歷當作甄選加分的依據。
(三)提高主任進修學習之機會,放寬進修之限制。
(四)辦理關於課程與評鑑的研習。
二、對主任的建議
(一)定期自我檢視基本職能與顧客的滿意度。
(二)新任主任應組成學習分享團隊,利用多元管道吸取經驗。
(三)資深主任必須強化e化的能力。
(四)善用地方資源,提升對顧客有形物上的滿足。
三、對未來研究的建議
(一)增加討論主任不同背景變項對基本職能與顧客滿意度的影響。
(二)加深顧客滿意度內涵,將學生顧客納入研究。
(三)深入探討主任行政職別與年資的關係。
(四)擴大研究區域範圍。
(五)問卷發放可採用「360度回饋評鑑法」。
This study was for the purpose of discussing elementary school directors’ basic competency and self-Perceived customer satisfaction. And analyzes Directors’ individual, school’s background relation to the performance of basic competency and self-Perceived customer satisfaction, as well as competency relation to self-Perceived customer satisfaction. This research mainly method was literature analysis, questionnaire survey, statistical test and in-depth interview, aim at the research questions asks for the analysis.
The research instrument was a questionnaire, self-edited by the researcher, entitled “The research of the evaluation indicators for Elementary School Directors’ Basic Competency and Self-Perceived Customer Satisfaction”. The subjects are the directors who were serving in public elementary school in Taoyuan county, Miaoli country, Hsinchu city and Hsinchu county. The researcher sent out 610 questionnaires, and received 430 responses. The receiving rate was 70.5%. There were 430 valid responses. All the quantitative data is analyzed by SPSS/11.01 version. After the deep interview about the director of the elementary school in Taoyuan, Miaoli, and Hsinchu area, the result of research and as below:
1. Elementary school directors’ basic competency was by the specialized knowledge, the school service management, the leadership and the communication, the curriculum and evaluation, and the performance of school service management better, the curriculum and evaluation is weaker.
2. Elementary directors’ self-Perceived customer satisfaction was by the reliability, responsiveness, assurance, empathy, and tangibles, and the performance of responsiveness better, tangibles is weaker.
3. The seniority, the department, the antecedent, the amount of class, the school area are influential to the basic competency.
4. The seniority, the departments are influential to the basic competency.
5. The personal background can forecast the performance of basic competency.
6. The background can’t forecast the performance of customer satisfaction.
7. The performance of basic competency can forecast the performance of customer satisfaction.
According to the conclusions above, some suggestions related to as follows:
1.Suggestions for educational authorities:
(1) Provides the experience to share, the consummation information digital platform.
(2) Promotes educational standard which director selects.
(3) Increases director to take refresher course opportunity of the study, attenuate the limit.
(4) Handles the workshop of curriculum and evaluation.
2.Suggestions for directors:
(1) Regular self- inspection basic competency and customer satisfaction.
(2) Junior directors organize a study share team, learn the experience from many kinds of channels.
(3) Senior director strengthens the ability of e-learning.
(4) Utilizing the local resources, promotes the tangibles of customer satisfaction.
3.Suggestions for future researcher:
(1)More discussion of background category.
(2) Brings into line with the research the student customer.
(3) Thorough discussion the relations between official rank and seniority.
(4) Expands the region.
(5) Use “360-degree feedback and evaluation ".
第一章 緒論………………………………………………………1
第一節 研究動機與目的…………………………………………1
第二節 研究待答問題……………………………………………4
第三節 名詞釋義…………………………………………………6
第四節 研究範圍與限制…………………………………………9

第二章 文獻探討…………………………………………………11
第一節 基本職能的定義…………………………………………11
第二節 基本職能的相關理論……………………………………23
第三節 顧客滿意度的概念與理論………………………………37
第四節 基本職能及顧客滿意度相關研究之探…………………66

第三章 研究設計…………………………………………………83
第一節 研究架構…………………………………………………83
第二節 研究樣本…………………………………………………87
第三節 研究工具…………………………………………………89
第四節 實施程序…………………………………………………107
第五節 資料處理…………………………………………………110

第四章 研究結果…………………………………………………113
第一節 基本職能與顧客滿意度之描述…………………………113
第二節 基本職能與顧客滿意度之差異分析……………………116
第三節 多元迴歸分析……………………………………………140
第四節 訪談結果分析……………………………………………163

第五章 結論與建議………………………………………………173
第一節 討論………………………………………………………173
第二節 結論………………………………………………………184
第三節 建議………………………………………………………190

參考文獻 …………………………………………………………195
附錄 ………………………………………………………………205
附錄一 專家諮詢卷 ……………………………………………205
附錄二 問卷專家諮詢結果整理表 ……………………………213
附錄三 預試分析問卷 …………………………………………221
附錄四 正式分析問卷 …………………………………………225
附錄五 問卷調查結果分析摘要表 ……………………………229
附錄六 訪談題綱 ………………………………………………233
附錄七 訪談逐字稿 ……………………………………………237
王天勇 (2004)。臺北市議會行政人員服務品質滿意度之研究,世新大學碩士論文,未出版,台北。
王雅惠(2000)。顧客滿意度與忠誠度之實證分析,中原大學碩士論文,未出版,桃園。
李友錚、賀力行、姜吉生、連秋月 (2006)。台灣顧客滿意指標中有關抽樣群體之決定。品質月刊,42(4),頁74-77。
李文君(2006)。大學院校服務品質量表建構之研究 - 以台南地區為例,國立臺南大學碩士論文,未出版,臺南。
李右婷、吳偉大(2003)。Competency導向人力資源管理。 台北:普林斯頓國際。
周文賢(2003)。服務業管理。台北:空大。
林公孚(2000)。做好顧客滿意度的方法。品質月刊,37(5),86-88。
林玉珮(譯)(1994)。武田哲男著。顧客滿意經營。台北:洪健全基金會。
林燈燦(2003)。服務品質管理。台北:品度。
林靈宏(1995)。消費者行為學。台北:五南。
邱昌宜 (2004)。服務品質與顧客滿意度、顧客忠誠度關係之研究--以文教業為例,國立台北大學碩士論文,未出版,台北。
洪文良、謝金青(2003/11/01)。樣本調查研究的理想抽樣人數計算問題 。2008/06/01,取自:http://gvfe.nhcue.edu.tw/information/report/specimen.doc
孫忠義(2004)。高級中學學務主任專業職能分析與建構,輔仁大學碩士論文,未出版,台北。
徐達光著,張春興主編(2003)。消費心理學:消費者行為的科學研究。台北:東華。
張文湘 (2002)。稅務行政機關服務品質及顧客滿意度之研究以苗栗稅捐處為例,靜宜大學碩士論文,未出版,台中。
張家宜(2002)。高等教育行政全面品質管理。台北:高等教育。
許瑞翔、楊君琦(2005)。探索不同公關策略之人員核心職能。北臺學報,28,頁169-190。
陳金城(2004)。高級中學教務主任專業職能分析,輔仁大學碩士論文,未出版,台北。
陳麗俐(2000)。國民中學主任基本職能之研究,國立暨南國際大學碩士論文,未出版,南投。
曾光華(2006)。行銷管理:理論解析與實務應用。台北:前程文化。
楊東震、羅玨瑜(2003)。服務行銷與管理。台北:雙葉。
楊麗瑾(2002)。淺談高階主管人員的職能發展。人事月刊,35(4),頁41-47。
葉重新(1999)。心理學。台北:心理。
劉文良(2005)。顧客關係管理-思維與技術。台北:碁峰。
衛南陽(2001)。新顧客滿意學:e世紀的成功之道。台北:商兆文化。
龔宏仁(2003)。國小主任基本職能之研究--以高高屏縣市分析為例,國立成功大學教育研究所碩士論文,未出版,台南。
AHRD (2002).Key skills and competencies. Academy of Human Resource Development,38,2-27.
Alonso, S.(2000). The antecedents and consequences of customer loyalty: The roles of customer satisfaction and consumer trust-commitment. Dissertation Abstracts International,61(11),4463A.(The University of Texas NO.6240)
Bers, T. H.(2001). Measuring and reporting competencies.New Directions for Institutional Research, 110, 29-40.
Bierschenk, I.(2000). Testing for competence .Competence Research Centre, 76,4-8.
Blank, W. E.(1982).Andbook for Developing competency-based Training programs . New Jersey :Prentice-Hall.
Boam, R.,& Sparrow, P.(1992). Designing and achieving competency. London : McGraw-Hill.
Boyatiz, R. E. (1982). The competence manager:A model for effective performance. New York: John Wiley & Sons.
Brundrett, M.(2000). The Question of Competence: The Origins, Strengths and Inadequacies of a Leadership Training Paradigm.School Leadership & Management, 20(3),353-369.
Cane, J. H.(2005). Improving the competency of experienced principals: The self-reported outcomes of administrator re-certification in Maine. Unpublished doctoral dissertation, The University of Maine, America.
Coughlin, E.(1999). Professional competencies for the digital age classroom, Learning and Leading with Technology,27(3),22-27.
Curry , L.,& Wergin, J. F.(1993). Educating Professionals :Responding to new Expectations for Ccompetence and Accountability .San Francisco:Jossey-Bass.
Dubois, D.D.(1993). Competency-based performance improvement :a strategy for organizational change. Amherst :HRD Press.
Engel J.F., Blackwell R.D.,& Miniard P.W. (1995). Consumer behavior. Illinois :Dryden Press.
Eraut ,M.(1994) Developing professional knowledge and competence.London: The Falmer Press.
Evers, F. T., Rush, J. C.,& Berdrow, I.. (1998). The beses of competence: skills for lifelong learnning and employability. San Francisco: Jossey-Bass.
Galer, M.M.(2000). The effect of market orientation on customer satisfaction and employee satisfaction on service quality. Dissertation Abstracts International,61(02),135A. ( Nova Southeastern University NO.1191)
Gerson, R. F. (1993). Measuring customer satisfaction. Menlo Park, Calif :Crisp Publications.
Guo, C.(2002).Market orientation and customer satisfaction: An empirical investigation. Dissertation Abstracts International, 3(09), 264A, (Southern Illinois University No.0209.)
Hamel, G.,& Heene , A. (1994) .Competence - based competition. Chichester:John Wiley & Sons.
Harris, E.K. (2003). Customer service: a practical approach (3rd ed). New Jersey: Prentice Hall.
Hill, A.V.(1992). Field service management/an integrated approach to increasing customer satisfaction. Homewood: Business One Irwin.
Hill, N.(1996).Handbook of Customer Satisfaction Measurement. England:Gower.
Hill, N., Self, B.,& Roche, G. (2002). Customer satisfaction measurement for ISO 9000:2000. Oxford :Butterworth-Heinemann.
Hodkinson, P.,& Issitt, M. (1995) .The challenge of competence. Singapore: Cassell.
Holmes, G.,& Hooper, N.(2000). Core Competence and Education,Higher Education,40(3),247-258.
Houghton Mifflin Company.(2000). The American heritage college dictionary(3th. ).Boston: Houghton Mifflin .
Hoyer, W.D.,& MacInnis, D.J. (1997). Customer behavior. Boston: Houghton Mifflin.
Hyland, T. (1994) Competence, Education and NVQs. London:Cassell.
Klefsjo, B.(1994). Quality: from customer needs to customer satisfaction. London : McGraw-Hill .
Kydd, L., Crawford, M.,& Riches, C.(1997).Professional development for educational management. Buckingham:Open University Press.
Lamb, C.W., Hair, J.F.,& McDaniel, C. (2004) . Marketing. New York: Wordsworth.
Lovelock, C., & Wright, L. (2002). Principles of service marketing and management (2nd ed.). New Jersey: Pearson Prentice Hall.
Lovelock, S., Wirtz, J.,& Keh ,H.T. (2002). Services marketing in Asia : Managing people, technology and strategy. New York:Prentice Hall.
McLagan, P. (1996). Great ideas revisited: Creating the future of HRD. Training and Development, 50(1), 60-65.
McNealy, R. M.(1994).Making customer satisfaction happen/a strategy for delighting customers. London:Chapman & Hall.
Mishra, S.(2005).Roles and competencies of academic counsellors in distance education. Open Learning, 20(2),147-159.
Mulcahy, D.(1999).Training for new times: Changing relations of competence, learning and innovation. Studies in Continuing Education, 21(2),217-238.
Mulder, M.(2000).Creating competence: perspectives and practices in organizations. Annual Meeting of the American Educational Research Association ,24-28.
Nevills, P. A.(1996). A developmental study of a professional development training program designed to prepare a cadre of educators for school site change facilitation.Unpublished doctoral dissertation, University of La Verne, California.
Nordhaug, O.(1993). Human capital in organizations: Competence, Training ,and Learning. New York: Scandinavian University Press.
Nunnally, J. C. (1978). Psychometric theory. New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A. ,&. Berry, L. L .(1990). Delivering quality service. New York: The Free Press.
Parasuraman, A., Zeithaml, V. A.,&. Berry, L. L (1985).A conceptual model of service quality and its implication for future research. Journal of Marketing, 49, 41-50.
Parry, S. B. (1996) .The quest for competencies. Training, 33(7),48-55.
Paulson, K.(2001).Using competencies to connect the workplace and postsecondary education. New Directions for Institutional Research, 110 ,41-54.
Pearsall, J.(2001). The new Oxford dictionary of English. New York :Oxford University Press.
Peter, J.P., & Olson, J.C. (2000). Customer behavior and marketing strategy (5th ed.). New York: McGraw-Hall.
Pickett, L.(1998).Competencies and managerial effectiveness: Putting competencies to work, Public Personnel Management, 27(1),103-15.
Pierce, P. (1997). Customer satisfaction and the marketing model: elements of a marketing matrix. Louvain-la-Neuve :Recherches et publications en management A.B.S.L.
Porter, L. W., &Lawler, E. E. (1968).Managerial attitudes and performance. Illinois: Richard D. Irwin.
Queeney, D. S.(1996). Redefining competency from a systems perspective for the 21st century. Speeches/Meeting Papers, 85, 15-30.
Restine, N. (1997). Learning and development in the context(s) of leadership preparation. Peabody Journal of education , 72(2), 117-130.
Robbins, S.P.(2003).Organizational behavior. New Jersey:Prentice Hall.
Rolls, E.(1997).Competence in professionalpPractice: Some issues and concerns. Educational Research, 39(2),195-210.
Rothwell, W. J , Hohne, .C. K.,& King. S. B. (2000).Human performance improvement: building practitioner competence. Houston :Gulf.
Sanchez, R.& Heene, A.(2004). The new strategic management: organization, competition, and competence. New York :Wiley.
Schiffman, L. G., & Kanuk, L. L. (2000). Consumer behavior. (7th ed.)New Jersey: Prentice Hall.
Severt, D. E.(2002).The customer's path to loyalty: A partial test of the relationships of prior experience, justice, and customer satisfaction,63(06),2309A (Virginia polytechnic institute and state university No. 0247)
Sharma, R. R.(2002). 360 degree feedback competency mapping and assessment centers. New York :McGraw-Hill.
Spencer, Jr. L. M. & Spencer, S. M.(1993). Competence at work. New York: Wiley.
Strebler, M. T.,& Bevan, S. (1996).Competence-based management training, Technical Research,143,56-112.
Szwarc, P. (2005) .Researching customer satisfaction & loyalty: how to find out what people really think. London :Kogan.
Timm, P. R. (2001). Customer service :career success through customer satisfaction (2nd ed). Upper Saddle River, New Jersey : Pearson Prentice Hall.
Tomlinson, H. (1997).Managing continuing professional development in school. London: Paul Chapman.
Vavra, T. G. (2002). Customer satisfaction measurement simplified :a step-by-step guide for ISO 9001:2000 certification. Wisconsin: ASQ Quality Press.
Vecchio, R. P. (2003).Organizational behavior: Core concepts. Canada: South-Western.
Wagen, L. V. D.(1994). Building quality service :with competency-based human resource management. Chatswood : Butterworth-Heinemann.
Wang, H.L.(2005).Early childhood educators' perceptions of professional competence in preschool settings. Unpublished doctoral dissertation, Dissertation Abstracts International ,66(12),147A.(The Pennsylvania State University No. AAT3202532)
Warner, J. A.,& Hollenbeck, J. R.(1995). Management of organizational behavior.New Jersey: Englewood Cliffs.
Williams, C.(2005). The discursive construction of the "competent" learner-worker: from key competencies to "employability skills". Studies in Continuing Education, 27(1), 33-49.
Willis, D.F.(2002). Size matters: Parental satisfaction in a small school. Dissertation Abstracts International, 64(02),0044A, ( The University of Vurginia No.0246.)
Winer, R.S. (2000) . Marketing management. New Jersey:Prentice-Hall .
Wolf, A.(1995). Competence-based assessment . Buckingham :Open University Press.
Wood P.,& Payne, T.(1998). Competency-Based Recruitment and Selection. New York: Wiley.
Wood, R.,& Payne, T.(1998).Competency-based recruitment and selection. New York:Wiley.
Woodard, D. B. Jr., Love, P.,& Komives, S. R. (2000).Competencies and Perspectives for the New Millennium. New Directions for Student Services, 92, 93-107.
Yeung, K. A. (1996), ”Competencies for HR professional: An interview with Richard E. Boyatzis”, Human Resource Management,119-131.
Zeithaml, V.A.,& Bitner, M.J.(2000). Services marketing: integrating customer focus across the firm. London : McGraw-Hill.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top