PZB and Implementation of Web-Based Multi-Survey: A Case Study on Satisfaction Survey of Teaching

This research aims at using the concept of Web-based Multi-Survey to explore the service quality of Satisfaction Survey of Teaching in a higher education institution. The Web-based multi-survey allows examinees to choose freely one or two items in a questionnaire related to a network programming class in result of nine scales. There are seven advantages compared with traditional single choice of paper questionnaire: (a) enhancing discrimination and reliability of PZB (Parasuraman, Zeithaml, Berry proposed in 1985), (b) improving classification of PZB, (c) gaining immediately the initial analysis result in statistics,(d)saving wastage of paper, (d) simplifying numbers of point in the questionnaire,(e) considering examinees\´ short-term memory, (f) raising surface validity of questionnaire. There are different advantages compared with the coefficient of reliability. The mechanism is superior to a traditional single choice paper questionnaire on the Cronbach α as a measure of the internal consistency or reliability for sampling students. At the same time, the mechanism uses the service quality model of PZB to investigate and analysis the quality of university education. The service quality model of PZB and the analysis of teaching evaluation are over 7 points. The total evaluation and each aspect were "internal consistency" compared with the the old law.