淡江人文社會學刊【第三十一期】
Applying the Model of PZB to Gap Analysis
of Service Quality in Military Instructors
of Higher Education
Wei-Heng Chieh* & Flora Chia-I Chang**
《Abstract》
This research aims at using the concept of PZB model to explore
the service quality of the Military Instructor in a higher education
institution. By using the SERVQUAL scale construct procedure, we
built up "The questionnaire of service quality for the Military
Instructor in a Higher Education Institution" and investigated
empirically the views of the university students, in order to understand
whether there is gap5 in the Military Instructors’ service quality. 625
questionnaires were provided to the students of Tamkang University,
Aletheia University, Taipei National University of the Arts, National
Yang-Ming University, St. John's University and Northern Taiwan
Institute of Science and Technology. There were 605 effective
respondents. Data were analyzed by descriptive statistical, t-test,
one-way ANOVA; we obtained the following results: First, there are six
dimensions of Military Instructor’s service. Second, the viewpoints of
university students about expected service quality and actual
experiences of service quality are positive and high. Third, there is a
gap5 in the Military Instructor’s service quality.
Key Words: PZB model, SERVQUAL scale, Gap 5
*Wei-Heng Chieh, Lecturer, General Education Center, Hsing Wu College
**Flora Chia-I Chang, Professor, Graduate Institute of Educational Policy and Leadership,
Tamkang University