本研究主要目的在探討大學生對學校提供之學生服務機制的滿意度，其中學生服務機制分為：學業發展服務、生理發展服務、心理發展服務、生涯發展服務與社會發展服務等五個面向；另外滿意度包括瞭解大學生對於服務內容、人員以及管道看法，以及探討不同背景變項大學生對學生服務機制滿意度之差異看法。 本研究自編「大學學生對學生服務機制之滿意度問卷」，針對29所大學校院學生採隨機抽樣2,000人進行調查，本研究回收有效問卷共計1,711份，有效回收率為85.56％。研究結果顯示大學生滿意度最高為「學業發展」服務機制，滿意度最低為「社會發展」服務機制；大學生滿意度較高的服務項目為一般圖書、電子圖書、財務協助，滿意度較低的服務項目為餐飲管理、跨校活動、法律事務。另外；不同性別在「生理發展」服務機制上有明顯差異；大學與獨立學院在「學業發展」、「生理發展」和「心理發展」相關服務機制上有明顯差異；公私立學校則在「生理發展」、「生涯發展」和「社會發展」相關服務機制上有顯著差異。 本研究建議：1.建議學校經常舉辦「獨立思考」和「解決問題」各種訓練活動，以增強學生的社會競爭力。2.獨立學院應強化服務人員的訓練，改進服務管道方式，或以跨校聯合方式，以增進服務的便利性。3.公立學校應針對滿意度較低項目，進行檢討與改進措施，以提昇公立學校的服務品質。4.應針對女性學生的不滿意的部分，深入探究其原因，提供必要協助給於適當的學生服務。5.學校各單位組織整合改變為單一服務窗口，以提升服務的效能。 The purpose of this study is to investigate university students’ degree of satisfaction to the service mechanisms in the campus. The university student service mechanisms include five dimensions which are the academic development, physiological development, mental development, career development and social development. In addition, the degree of satisfaction can be reflected from student’s attitude toward the service content, service personnel and service channel. This research also analyzes the differences of responses in terms of students’ characteristics.
2,000 questionnaires were sent to students chosen randomly from 29 universities and colleges. There were 1,711 returned and the valid rate of return is 85.56%. The results of the research indicated that students were satisfied on the “academic development” services. However, ”social development” services were regarded as dissatisfied by the students. Most students have higher degree of satisfaction on non-digital library resources, digital library resources and financial assistance. Services with lower satisfactions include dining services, inter-school activity and legal counseling. In addition, there are significant differences among different grades regarding to the above mentioned five services mechanisms.
This research also made the following suggestions for the universities to improve their student services: 1. Designing extracurricular activities relating to ”independent thinking” or “problem-solving training” which will enhance students’ social abilities. 2. Strengthening the staff training on student services in order to provide satisfying services to the students. 3. Paying more attention to those service items that are dissatisfied most by students. 4. Reconsider rights and interests of female students which are ignored. 5. Reengineering the student service units and procedures in order to improve students’ satisfaction toward universities.
