近年來，台灣大學數量的增加，以及社會少子化現象的加劇，對高等教育帶來可
觀的衝擊，也加速了學校之間的競爭。大學教育也從國家主導，逐漸轉變成將學生視
為客戶，開始重視學生的體驗和滿意度。許多國內外文獻利用商管學科的客戶滿意度
模型和研究，討論影響高等教育學生滿意度的模型和因子。然而，大部分國內的研
究，都以單一年度，或單一討論學生對大學整體的滿意度意向，或對特定系所的滿意
度調查，作為研究方向。本研究則是利用2012年至2015年，共4,215筆清華大學畢業生
的問卷調查，同時統計分析學生對學校和系所的整體滿意度的影響因子。此外，本研
究也增加了「是否會再選擇清華大學」以及「是否會再選擇相同學系」作為學生對學
校與學系的另一種滿意度指標。
本研究發現主修課程嚴謹，以及選修課程多元對學生滿意度有著非常顯著的正向
影響。此外，GPA對系所的影響顯著高於對校整體的影響。性別也具備高度顯著性。
本研究雖然已經涵蓋了不少層面的項目對學生滿意度的影響，但還有更多可以考慮的
影響因子。例如，學生年紀、行政支援、學費、課程加退選政策等都可以是未來可加
入考量的項目。此外，未來可以考慮加入追蹤學生在大學四年間對該問卷回應所可能
產生的不同結果，更有利於進行時間追蹤上之研究。
關鍵詞：學生滿意度、大學滿意度、高等教育

Due to the increasing number of universities, and the sub-replacement fertility rate in
many countries, these phenomena intensify the competiveness among higher education
institutions. The higher education institutions in Taiwan have thus changed from
governmental predominance to student-centered in past decades.
Many domestic and international studies apply the approaches and models from
customer services to investigate the factors that influence student satisfaction. However, most
of these studies focus on single-year survey; some of them discuss student satisfaction toward
the university, some are focused on single department.
This study uses annual undergraduate surveys from National Tsing-Hua University
(NTHU) from 2012 to 2015, collecting 4,215 valid sample in total to explore possible factors
that affect student satisfaction toward both the university and student’s major. In addition, we
also include “Will choose to study at NTHU again?” and “Will choose to study the same
major again?” as other indicators for reflecting student satisfaction.
We use probit and ordered probit models to conduct the regression analysis. According
to our regression results, GPA does show significant impact on student satisfaction. However,
unlike most studies, the impact of GPA has mostly reflected on departmental model rather
than on the entire school. In addition, while other literature discover that usually female
students have more positive attitude toward the school, the male student in NTHU are more
satisfied. Overall, rigorous major courses, variety of elective courses and the professionalism
of professors are highly positive impact on student satisfaction.
In the future, NTHU could expand the annual survey from only considering senior
students to fresh, sophomore and junior year students. It will help explore, not only crosssectional
study but also extend to a panel study on this topic.
Keywords: Student satisfaction, Student satisfaction factors, Higher education

摘要 i
誌謝 iii
目錄 iv
表目錄 v
第1章 前言 1
第2章 研究背景 2
第3章 文獻研究 3
3.1 學生滿意度與影響滿意度的因素 3
3.2 本研究中使用的變數 3
第4章 資料與模型 5
4.1 資料來源 5
4.2 變數與模型 6
第5章 基本資料分析與統計結果 9
5.1 基本資料分析 9
5.1.1 被解釋變數 9
5.1.2 解釋變數 10
5.2 統計分析結果 11
5.2.1 整體結果 11
5.2.2 依年度區分之統計結果 12
5.2.3 依性別與清華學院區分之統計結果 13
第6章 結論 14
參考文獻 References 15
附錄 17

英文參考文獻

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2. Elliott, K. & Shin, D. (2002). Student satisfaction: an alternative approach to accessing this Important Concept, Journal of Higher Education Policy and Management, 97-109.

3. Green, H. J., & Hood, M. (2013). Significance of epistemological beliefs for teaching and learning psychology: A review. Psychology Learning and Teaching, 12, 168-178.

4. Green, H. J., Hood, M. & Neumann, D. L. (2015). Predictors of Student Satisfaction with University Psychology Courses: A Review. Psychology Learning and Teaching, 14(2), 131-146.

5. Hartman, D. E., & Schmidt S. L. (1995). Understanding student/alumni satisfaction from a consumer's perspective: The effects of institutional performance and program outcomes. Research in Higher Education, 36(2), 197-217.

6. IIyas, M. & Arif, S. (2013). Quality of work-life model for teachers of private universities in. Quality Assurance in Education., 282-298.

7. Neumann, Y. & Neumann, L. (1981). Determinants of students' satisfaction with course work: An international comparison between two universities. Research in Higher Education, 14, 41-60.

8. Nasser, R., Khoury, B., & Abouchedid, K., (2008). University students' knowledge of services and programs in relation to satisfaction. Quality Assurance in Education., 16(1), 80-97.

9. Saif, N. I. (2014). The effect of Service Quality on Student Satisfaction: a Field Study for Health Services Administration Students, International Journal of Humanities and Social Science, 172-181.

10. Weerasinghe, IM. S., Lalitha, R., & Fernando, S., 2017. Students' Satisfaction in Higher Education Literature Review. American Journal of Educational Research, 5(5), 533-539.

中文參考文獻

1. 張家宜（民89）。大學學生滿意度之實證研究。淡江人文社會學刊，第六期，1-27。

2. 劉宗哲（民95）。 大學形象與服務品質對學生滿意度之影響：以東吳大學商學院為例，東吳經濟商學學報，第五十二期，213-234。