學校午餐城鄉滿意度之探討研究

Abstract

本研究主要在探討城鄉學校午餐服務品質與滿意度之關聯性。以臺北市及宜蘭縣國小學童的家長為母體，從中抽取受訪者做為樣本。採用問卷調查方式蒐集資料，問卷回收後剔除填答方式不完整及無效問卷後，共得有效問卷 585 份，所得資料輸入SPSS22.0統計套裝軟體進行內部一致性檢定、描述性統計、獨立樣本 t 檢定、單因子變異數分析、成對樣本t 檢定及迴歸分析，藉此驗證本研究架構與研究假設。研究結果顯示，城鄉學校的學童家長對學校午餐之「反應性」、「保證性」及「同理心」服務品質認知與滿意度有顯著差異，且台北市學童家長的認知與滿意度皆高於宜蘭縣學童的家長。不同平均月收入之國小學童家長對於學校午餐的「可靠性」、「保證性」及「整體」服務品質認知與滿意度有顯著差異，且台北市的國小學童家長之認知與滿意度皆高於宜蘭縣的國小學童的家長。台北市的國小學童家長之學校午餐「有形性」、「可靠性」、「反應性」及「同理心」服務品質認知對滿意度有顯著之正向影響。宜蘭縣的國小學童家長之學校午餐「有形性」及「同理心」服務品質認知對滿意度有顯著之正向影響。台北市與宜蘭縣的國小學童家長之學校午餐「有形性」、「反應性」、「保證性」及「同理心」服務品質認知與滿意度之間皆有顯著缺口，且認知大於滿意度，表示台北市與宜蘭縣之國小學校午餐的服務品質皆有改善的空間。

This study mainly explores the relationship between the quality of school lunch service and satisfaction in urban and rural areas. This study took the parents of elementary school children in Taipei City and Yilan County as the parent group, and selected respondents as samples. This study used questionnaires to collect data. After the questionnaires were collected and incomplete and invalid questionnaires were eliminated, a total of 585 valid questionnaires were obtained. The obtained data were input into SPSS 22.0 statistical package software for internal consistency test, descriptive statistics, and independent samples. t-test, one-way analysis of variance, paired sample t-test and regression analysis to verify the research framework and research hypotheses. The research results are as follows: The research results show that there are significant differences in the perception and satisfaction of parents of students in urban and rural schools with the service quality of school lunches in terms of "responsiveness", "guaranteedness" and "empathy", and the perception and satisfaction of parents of students in Taipei City All are higher than the parents of school children in Yilan County. There are significant differences in the perception and satisfaction of parents of elementary school children with different average monthly incomes regarding the "reliability", "guaranteeability" and "overall" service quality of school lunches, and the perceptions and satisfaction of parents of elementary school children in Taipei City The degree is higher than that of parents of primary school children in Yilan County. The service quality perceptions of "tangibility", "reliability", "responsiveness" and "empathy" of school lunch among parents of elementary school children in Taipei City have a significant positive impact on satisfaction. The "tangibility" and "empathy" service quality perceptions of parents of elementary school children in Yilan County have a significant positive impact on satisfaction. There are significant gaps between the perception and satisfaction of school lunch service quality in terms of "tangibility", "responsiveness", "guarantee" and "empathy" among parents of elementary school children in Taipei City and Yilan County, and the perceptions Greater than satisfaction, indicating that there is room for improvement in the lunch service quality of Zhiguo Primary School in Taipei City and Yilan County.