| 摘要: | 近年來非營利組織，已隨著經濟大幅成長及社會趨向多元化，大幅度的增加，所以其管理與營運已開始受到學者和業界普遍的重視，尤其是顧客滿意以及服務品質。而且二十一世紀已經是邁入服務化的社會，可以說是注重服務價值的時代已經來臨，企業經營應以「顧客為導向」來提供服務，否則幾乎都會被同行優勢的競爭所淘汰。因此，非營利組織機構，其服務的型態是否應和營利事業組織機構一樣，轉變成以顧客為導向，儼然已成為重要的研究議題。 本研究乃嘗試從PZB三位學者所提出的一般性服務品質衡量模式為基礎，進一步探討非營利組織服務品質構面之衡量方法，然後藉著文獻研究法及問卷調查、資料分析等方法，找出青年志工中心屬性製成問卷，作為探討非營利組織服務品質構面的研究。根據評量所決定的青輔會青年志工中心的「青輔會青年志工中心服務品質構面的重要性調查問卷」，以現場發問卷與回收和郵寄回收問卷的方法，對參加青輔會青年志工中心活動之志工進行問卷調查，再根據問卷調查結果採用SPSS統計套裝軟體加以分析、比較。經因素分析共萃取出可靠性、有形性、勝任性、激勵性四個構面，並由分析中得知：受訪志工對青年志工中心所提供之服務項目的整體構面重視程度排序為：可靠性>勝任性>有形性>激勵性。 青輔會設置各青年志工中心，均具有教育與培養青年志工服務精神的雙重任務，因此如何透過各項服務和活動，來培養青年志工的服務技能及服務精神，同時亦能擔任志工與非營利機構服務提供與需求的媒介，是其創辦青年志工中心的目的，所以青年志工中心不僅扮演服務的角色，更背負志工訓練及服務媒介的責任。經本研究分析後對青年志工中心提出以下的建議：利用完整宣傳方式，將消息有效的傳達、扮演協調機構，進行青年服務整合、教育訓練目標與內容應朝向專門性與深度化、根據不同的工作角色規劃不同的訓練課程、製造志工工作上合作學習的機會。
Recently Nonprofit Organization have increased with the rapid economic growth and social change, so their management and operation have attracted scholars’ and experts’ attentions, especially in customers satisfaction and Service Quality. Moreover, the twenty-first century has become a service-driven society, it can be said that the age of stressing the value of service is coming. Businesses should provide services based on customers’ needs, otherwise they would be replaced by their competitors. Therefore, it is now an important issue that whether Nonprofit Organization should be customer-oriented as the profit-seeking organizations are. In this study, we adopted a Construction Service Quality model proposed by Parasiraman, Zeithaml and Berry (PZB), and further discussed the Construction Service Quality for nonprofit organization. Also, we found out the attributes of youth volunteers centers through study of literature , survey, and data anslysis, and then designed a questionnair for Youth Volunteers Centers of National Youth Commission based on the said attributes in order to do the research. Then we conducted a survey on participants by distributing them the “Questionnaire on Importance of Service Quality to Youth Volunteers Centers of National Youth Commission” and used SPSS to analyze and compare the result. From the recovered questionnairs, we got four significant dimensions regarding to the perceived service quality after we ran a factor analysis. These four dimensions are reliability, tangibility, competency and encouragement. Form the analysis, it was known that the rank of the four dimensions is arranged in the following order：reliability, competency, tangibility and encouragement. National Youth Commission set up Youth Volunteers Centers that bears two responsibilities. They are how to educate and train young people’s skills and cultivate their service spirits through various activities. Meanwhile, the purpose of the Youth Volunteers Centers is to let the youth volunteer become a bridge between service provider and users. Consequently, Youth Volunteers Centers does not only play the role of service provider but also the role of the trainer and medium. At last, we propose that Youth Volunteers Centers should launch massive propaganda campaign to send messages effectively, coordinate with different organizations, integrate all kinds of services, direct its goals and contents toward more professional and comprehensive, plan training classes and create learning opportunities for volunteer workers. |
