A systemic design for mass customized service delivery in higher education institutions

A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS 逢 甲 大 學 商 學 博 士 學 位 學 程 博士論文 高等教育機構大量客製服務傳送的系統化 設計 A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS 指 導 教 授 ：頼文祥 博士 研 究 生 ： Pham Thuy Duong 中 華 民 國 一 百 零 八 年 九 月 Tai ngay!!! Ban co the xoa dong chu nay!!! 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS CHAPTER I INTRODUCTION The objective of this chapter is to present an overview of the present research In order to accomplish this objective, this chapter is organized as follows: Section 1.1 presents the background of the research; Section 1.2 hightlights the significance of the study and definitions of key terms; Section 1.3 presents the major contributions of the present research to the fields of service mass customizaion and systems thinking applications; Section 1.4 describes research questions and research gap; Section 1.5 describes the objectives of the study and motivation; Section 1.6 proposes the theoretical framework; Section 1.7 provides a brief description of the research approach to the dissertation; Finally, Section 1.8 presents the delimitations of the study 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS 1.1 Research background The World Declaration on Higher Education highlights the need to develop student services worldwide It is imperative that higher education institutions (HEIs) provide services and programs that promote the quality of student life, to meet its needs and to improve learning and success achievements (Ludeman, 2002) The declaration is considered as the vision for student service operationalization The major functions of student services and administrations in any universities include admission, academic registry, fees and finance affairs, international affairs, central examinations, graduations, timetabling, customer services for students, and student information system Most of HEIs have identified the mission to provide the highest quality service to students due to student centricity approach To implement this mission in reality however is a challenge for universities where there is an increasing heterogeneity in student demands while the paradox of efficiency and effectiveness of service delivery is always a dilema In addition in the context of muticultural academic diversity, stimulated by globalization, there is a continual growth and diversification (Audin et al., 2003) in students’ demand especially in the context of strong competitions among universities Several universities are looking for innovative ways to gain competitive advantage over their rivals, as well as to create value for 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS students in terms of student experience and through administrative efficiency (Dunnion and O’Donovan, 2014) Derived from viewing students as customers with continual diversification, there is a need for service staff at universities to provide mass-customised services (MCS) and this cannot be achieved unless there is a departure from a mass-production approach (Pine, 1993) The mass-production approach is based on standardising work procedures in which university staff members need to handle students’ demands in a repetitive manner, with detailed descriptions of service procedures, dialogue scripts, and after-contact work standards (Jaaron and Backhouse, 2013) This standardisation of procedures, however, is perceived to increase the mechanisation of the student-employee contact and harm students’ satisfaction with HEIs (Dunnion and O’Donovan, 2014) Therefore, the transfer from product-oriented economies to service-oriented ones, as witnessed in the most developed countries, has fuelled attempts in the HEIs to migrate from mass production models to Mass Customisation (MC) ones (Tien, 2011) When moving to an MC approach, one of the major challenges to confront HEIs is their ability to develop an MC service strategy, which is dependent on the choice of a proper service operations design (Da Silveira et al., 2001; Moon et al., 2011) In addition, when considering 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS how to design services from which customers can ‘pull value’– i.e get what they want – Seddon (2008) believes that it is critical to shift from thinking of the system as one that pulls physical things together to manufacture at the rate of customer demand to thinking of the system as one that offers services together in response to the variety of customer demands, called ‘systems-thinking’ Developed since 2003 by Seddon, the terminology of ‘systems-thinking’ used throughout this paper to describe the service delivery system has emerged from the translation to the service sector of lean manufacturing principles (Seddon and Brand, 2008), incorporating Deming’s intervention theory (1982) together with Peter Checkland’s Soft Systems Methodology (1981) According to Jaaron and Backhouse (2013), the employment of the systems-thinking approach for service operations design has a significant impact on the service-offering organisations in terms of providing a real-time mass-customised service Although MC of student services is essential and beneficial to universities as a sharp weapon in the competition, as analysed above, little attention has been paid by previous empirical studies to models and tools that can operationalise MC in universities Therefore, there is a need to conduct this research: “A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS HIGHER EDUCATION INSTITUTIONS” to investigate the impact of applying the systems-thinking approach on universities’ abilities to provide mass-customised services for their students 1.2 Significance of the study Firstly, the study introduced universities to an innovative model choice of systems thinking to implement service operations and delivery effectively & efficiently, which could seamlessly response to the continuous changes and diversification in student/ customer needs Secondly, due to proper model choice of service delivery design it could create value for students in terms of student experience and administrative efficiency and consequently contribute to enhance universities’ competitive advantage over their rivals Further, the most striking significance is to make success for both the students and the institution + For Institutions: if an institution follows the systems-thinking principles to deliver mass-customized services for students’ continuously-changed demands, it tends to become a learning organization, which could gain unique competitive edge As a result, the enrollment rate of both domestic and international students would increase, the service staff capability would be enhanced, and the International Outlook criteria in university ranking would be satisfied 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS + For Top Management Team and operations manager: it helps Top Management Team and operations managers realize the benefits of transfering from the top-down hierarchy perspective of Command and control thinking to outside-in system one of systems-thinking, which makes a great innovation in operations management of service departments/ institutions + For students: if students’ service demand could be met at the first contact, the value creation would be optimized and get student satisfaction As a result, it would contribute to the quality of students learning experience and their academic success Overall, there are several managerial implications for universities adopting the model of systems-thinking to implement their strategies of MC in order to achieve a sustainable competitive advantage It helps university administrators accordingly to know what to and where to start in their endeavor to design an MC service-delivery system based on systems-thinking Definition of the key terms Student services are services related to student affairs which are delivered to meet demands of diverse student population as individuals and as subgroups (Ludeman, 2002) such as admission, academic registry, 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS finance affairs, international affairs, customer services, testing, graduation, etc Mass customization (MC) is the process of providing a one-of-a-kind product without sacrificing the benefits of scale economies (Davis, 1987) Mass customized services (MCS) is the use of flexible processes and organizational structures to produce varied and often individually customized products and services at the low-cost of a standardized, mass-production product (Hart, 1994; Pine, 1993) Systems-thinking principles (STP) is defined as redesigning service operations around and from customer demand instead of functional hierarchies (Seddon, 2003& 2008) Higher education institutions (HEIs) designates organizations providing higher, postsecondary, tertiary, and/or third-level education 1.3 Contributions to the field To best of my knowledge, this research firstly contributes to the fulfillment of the gap of MC in service operations (Da Silveira et al, 2001) The value of this research secondly is the development of Systems theory applications in service operations through the design for mass customized service operationalization model for higher education 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS organizations Another major contribution of this study is to be able to respond to the need of academic discussion of systems thinking approach due to its significant impact on practice (Jackson, 2009) Further, one of the most significant contribution of this research is to create a measurement scale of the relationship between Systems-thinking design and mass – customised service capabilty of a higher education institution for student service operations, shortly termed as ST-MCS Last but not least, this research provided academic researchers with empirical evidences from Europe and Asia to support the operational model of MCS using systems- thinking approach 1.4 Research questions and research gaps O’Donovan (2010) argued that the prevailing ‘command and control’ (Seddon 2003) management logic, which can be found at work throughout both the public and private sectors, is the primary cause of inferior and expensive service Based on their findings, they suggested an alternative way using Principles of Systems-thinking (Jackson et al 2008), whilst comparing and contrasting this with the flawed thinking which currently prevails In addition, Jaaron and Backhouse (2013) showed that the systems-thinking principles for service operations design have a great influence on the ability of service-offering organizations to deliver a 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS real-time MCS Although the importance of MCS is significant as analyzed above, few studies were previously conducted and there still need more empirical studies to prove the possibility of operationalizing MCS at HEIs following systems-thinking design Therefore, the first research questions was formed as follows: How does the systems-thinking principles impact on universities’ abilities to provide MCS for their students in the UK? Although a few studies in the UK indicated that the systems-thinking approach has significantly enhanced the universities’ ability to design MCS, which are more able to absorb diversified student demand, this exposes a gap that we need to use different HEIs in different cultures and sittings to ensure that these constructs not confound results Hence, it is really meaningful if we could find a case from Asia to validate correlates of systems-thinking principles and MCS for students As a consequence, the following basic research question has been still unanswered How are the correlates of systems thinking principles and mass customized service delivery for students at Asian universities? 10 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MESOMODULC1 MACROORD2 MACROORD4 MACROORD3 MACROORD1 MICROOPENB9 MICROOPENB8 MICROOPENB11 Estimate 560 655 700 653 588 586 642 847 Modification Indices (Group number - Default model) Covariances: (Group number - Default model) e39 e38 e37 e37 e49 e49 e49 e43 e43 e43 e43 e42 e42 e41 e41 e46 e46 e46 e48 e48 e48 e47 e47 e45 e45 e45 e45 e45 < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > e54 e39 e39 e38 e54 e38 e37 e54 e39 e38 e37 e54 e49 e43 e42 e39 e37 e43 e38 e37 e46 e38 e43 e54 e39 e37 e49 e47 M.I Par Change 15.946 -.045 49.270 054 78.478 120 44.936 056 35.011 -.077 14.885 035 33.276 091 20.672 104 25.041 126 49.964 109 5.423 059 6.191 -.050 7.304 073 15.456 082 5.245 -.045 6.319 041 28.350 096 21.596 156 5.613 025 12.179 066 5.565 054 6.770 025 4.755 070 13.928 -.061 73.610 153 39.711 124 42.869 136 7.418 062 176 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION e44 e44 e44 e44 e44 e44 e44 e52 e52 e51 e50 e50 e50 e50 e36 e36 e36 e36 e36 e35 e35 e34 e33 e33 e32 e32 e32 e31 e31 e31 e31 e30 e29 e24 e24 e23 e23 e23 e23 e22 e22 < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > e54 e39 e37 e49 e41 e48 e45 e39 e41 e46 e39 e37 e49 e44 e54 e42 e45 e44 e50 e37 e43 e49 e46 e44 e39 e38 e49 e49 e45 e50 e35 e43 e52 e42 e29 e43 e46 e48 e24 e54 e31 M.I Par Change 12.068 -.056 36.656 120 4.320 -.042 44.076 153 9.255 -.050 8.165 079 35.663 172 6.283 020 6.568 018 4.511 022 5.486 -.015 11.634 -.024 7.387 -.020 15.866 -.040 9.241 -.036 5.731 059 12.847 069 18.528 091 4.536 -.014 10.086 049 8.286 082 4.942 -.037 4.714 043 4.268 -.050 10.372 050 7.812 027 6.469 046 8.885 060 8.702 074 10.256 -.028 5.144 044 4.265 -.064 4.091 -.020 12.210 081 4.424 033 6.685 065 7.174 045 11.945 060 5.453 -.029 4.519 022 4.100 -.033 177 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION e21 e21 e21 e20 e20 e20 e19 e19 e19 e19 e18 e18 e18 e17 e17 e17 e17 e17 e17 e17 e17 e17 e16 e16 e16 e15 e15 e15 e15 e15 e15 e15 e13 e13 e13 e13 e12 e12 e12 e12 e11 < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > e49 e42 e47 e38 e45 e21 e37 e43 e41 e32 e39 e37 e24 e54 e39 e38 e41 e44 e33 e32 e24 e21 e43 e45 e17 SIZE e43 e46 e51 e34 e32 e18 e43 e44 e18 e17 e29 e18 e17 e15 e38 M.I Par Change 5.118 -.029 5.909 -.050 6.777 036 5.109 021 8.352 061 5.205 029 5.902 035 5.010 060 4.695 025 4.022 033 4.235 026 4.006 027 5.099 028 7.278 -.031 4.216 -.026 14.111 -.030 12.369 -.038 9.118 062 5.306 035 4.930 -.035 9.141 -.038 6.576 -.029 4.813 066 9.478 066 8.039 -.043 4.420 055 4.255 055 5.863 042 4.944 018 9.251 046 4.568 -.035 9.491 041 9.401 -.078 6.606 052 6.688 -.033 7.983 036 8.105 053 6.517 039 10.717 -.050 6.605 -.041 13.142 036 178 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION e11 e11 e11 e11 e11 e11 e10 e10 e10 e10 e10 e10 e9 e9 e9 e8 e8 e8 e8 e8 e8 e8 e8 e8 e7 e7 e7 e6 e6 e6 e6 e6 e6 e6 e5 e5 e5 e5 e5 e5 e5 < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > e37 e43 e46 e15 e13 e12 e48 e29 e16 e15 e13 e11 e18 e12 e10 e38 e37 e41 e31 e29 e16 e15 e12 e11 e48 e20 e16 e39 e37 e49 e47 e29 e15 e10 e38 e43 e46 e44 e36 e24 e21 M.I Par Change 5.240 040 5.790 078 4.812 047 10.704 055 18.202 -.068 12.648 -.067 7.763 -.058 4.130 -.038 4.675 -.039 9.703 -.049 9.889 047 4.511 039 4.418 -.033 4.167 038 9.692 -.057 4.015 020 5.939 043 7.154 037 7.109 060 9.125 -.060 11.034 -.063 7.595 047 8.108 -.055 8.284 059 5.860 048 7.262 046 8.137 049 14.147 059 4.843 038 9.660 056 11.493 067 4.476 041 4.727 -.036 4.638 041 4.310 -.021 6.065 -.083 10.856 -.072 11.085 088 6.123 044 10.387 053 5.745 -.035 179 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION e5 e3 e3 e3 e3 e3 e3 e3 e3 e3 e3 e2 e2 e2 e2 e2 e2 e2 e1 e1 e1 e1 e1 e1 e1 e1 e1 e1 e1 < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > < > e16 e39 e48 e51 e31 e29 e24 e13 e12 e9 e5 e39 e49 e45 e30 e19 e16 e13 e49 e41 e51 e34 e33 e31 e30 e23 e21 e16 e13 M.I Par Change 4.980 044 6.245 036 7.651 056 6.025 -.022 6.374 -.052 4.412 038 7.782 041 6.464 038 15.086 069 9.106 -.056 7.129 052 8.261 044 6.422 045 4.233 045 4.949 041 7.504 -.045 17.086 -.075 9.868 048 6.509 040 6.305 -.029 4.514 018 5.062 035 7.224 -.044 10.693 062 5.013 -.037 9.218 041 6.996 -.031 12.463 056 6.081 -.033 Variances: (Group number - Default model) M.I Par Change Regression Weights: (Group number - Default model) MESO MESO MACRO MACRO MICRO < < < < < - M.I Par Change 36.884 705 62.930 391 45.643 284 36.324 184 72.702 632 MACRO MICRO MESO MICRO MESO 180 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MICRO MESODEMAANA MESODEMAANA MESODEMAANA MESODEMAANA MESODEMAANA MESODEMAANA MESODEMAANA MESODEMAANA MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROMULTI MICROCOMPETEN MICROCOMPETEN STMCSA STMCSA MACROIT MACROIT MACROIT MACROIT MACROIT MACROIT MACROIT MESOSTUDE MESOSTUDE MESOSTUDE MESOSTUDE MESOSTUDE MESOSTUDE MESOSTUDE MESOMODUL MESOMODUL MESOMODUL MESOMODUL < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - MACRO TMT MACRO MICRO MICROMULTI MICROCOMPETEN STMCSA MACROOR MICROOPEN TMT MESO MACRO MESODEMAANA STMCSA MACROIT MESOSTUDE MESOMODUL MACROOR MICROOPEN TMT STMCSA MICROMULTI MICROOPEN MESO MICRO MICROMULTI MICROCOMPETEN STMCSA MESOSTUDE MICROOPEN MACRO MICRO MICROMULTI STMCSA MACROIT MACROOR MICROOPEN MACRO MICROMULTI STMCSA MACROOR M.I Par Change 33.811 737 4.136 -.097 5.518 319 37.023 350 10.745 077 7.879 078 15.593 217 36.760 219 34.951 180 24.838 416 36.741 835 72.748 2.009 12.793 282 66.160 782 46.018 496 18.079 265 21.858 338 25.362 319 6.181 133 5.294 -.177 4.558 -.190 8.254 050 4.080 -.046 5.960 221 21.520 307 31.898 153 4.932 071 10.948 209 8.049 116 9.652 109 6.601 416 6.981 181 6.140 070 10.478 212 8.330 144 5.498 101 14.192 137 6.970 392 5.432 060 6.436 152 10.408 127 181 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MACROOR MACROOR MACROOR MACROOR MACROOR MACROOR MACROOR MACROOR MACROOR MICROOPEN MICROOPEN MICROOPEN MICROOPEN MICROOPEN MICROOPEN TMTE1 TMTE2 TMTE2 TMTE2 TMTE2 TMTE2 TMTE2 TMTE2 TMTE2 TMTE3 TMTE3 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 TMTE4 MESODEMAANAC9 M.I Par Change < - MESO 67.973 808 < - MICRO 32.838 411 < - MESODEMAANA 77.511 494 < - MICROMULTI 17.151 122 < - MICROCOMPETEN 4.492 074 < - STMCSA 26.465 352 < - MESOSTUDE 30.682 246 < - MESOMODUL 38.352 319 < - MICROOPEN 43.387 251 < - TMT 18.419 -.282 < - MESO 23.294 525 < - MESODEMAANA 50.760 443 < - MESOSTUDE 19.876 220 < - MESOMODUL 5.006 128 < - MACROOR 19.715 222 < - MICROCOMPETENB5 4.555 023 < - MESO 6.484 111 < - STMCSA 7.402 083 < - MESOSTUDE 5.184 045 < - STMCSA1 4.628 048 < - STMCSA4 6.476 054 < - STMCSA3 5.919 054 < - MESOSTUDEC6 4.521 030 < - MESOSTUDEC8 5.640 039 < - MACROITD7 6.245 042 < - MESOSTUDEC6 4.178 -.028 < - MESO 7.068 -.092 < - MICRO 5.761 -.060 < - MESODEMAANA 10.654 -.065 < - STMCSA 8.703 -.071 < - MICROOPEN 21.656 -.063 < - MESODEMAANAC9 10.787 -.047 < - MESODEMAANAC10 5.288 -.032 < - MICROMULTIB2 4.845 -.022 < - MICROCOMPETENB5 5.606 -.024 < - STMCSA2 4.790 -.038 < - STMCSA3 6.242 -.044 < - MICROOPENB9 12.782 -.046 < - MICROOPENB8 18.664 -.050 < - MICROOPENB11 19.523 -.052 < - MACROOR 10.400 107 182 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION M.I Par Change MESODEMAANAC9 < - MICROOPEN 11.187 094 MESODEMAANAC9 < - MICROCOMPETENB6 4.066 049 MESODEMAANAC9 < - MACROORD2 8.567 069 MESODEMAANAC9 < - MACROORD3 9.907 075 MESODEMAANAC9 < - MACROORD1 14.279 091 MESODEMAANAC9 < - MICROOPENB9 5.176 061 MESODEMAANAC9 < - MICROOPENB8 11.893 084 MESODEMAANAC9 < - MICROOPENB11 11.507 083 MESODEMAANAC10 < - MICRO 12.100 195 MESODEMAANAC10 < - MICROMULTI 13.602 084 MESODEMAANAC10 < - STMCSA 4.671 115 MESODEMAANAC10 < - TMTE3 4.023 -.093 MESODEMAANAC10 < - MICROMULTIB2 8.999 066 MESODEMAANAC10 < - MICROMULTIB3 11.079 075 MESODEMAANAC10 < - MICROMULTIB4 14.607 076 MESODEMAANAC10 < - MACROORD3 4.658 055 MICROMULTIB2 < - MACROORD3 4.168 052 MICROMULTIB2 < - MICROOPENB11 4.095 053 MICROMULTIB3 < - MACROIT 4.379 091 MICROMULTIB3 < - MICROCOMPETENB6 5.815 067 MICROMULTIB3 < - MACROITD5 7.079 090 MICROMULTIB4 < - MESO 12.360 298 MICROMULTIB4 < - MACRO 10.842 483 MICROMULTIB4 < - MESODEMAANA 12.803 174 MICROMULTIB4 < - STMCSA 12.157 207 MICROMULTIB4 < - MESOMODUL 6.045 110 MICROMULTIB4 < - MACROOR 7.230 105 MICROMULTIB4 < - MESODEMAANAC9 10.006 111 MICROMULTIB4 < - MESODEMAANAC10 12.794 122 MICROMULTIB4 < - STMCSA1 8.169 123 MICROMULTIB4 < - STMCSA2 6.517 108 MICROMULTIB4 < - STMCSA4 6.501 106 MICROMULTIB4 < - STMCSA3 7.227 116 MICROMULTIB4 < - MACROITD6 4.263 077 MICROMULTIB4 < - MESOSTUDEC6 4.511 059 MICROMULTIB4 < - MESOMODULC4 6.183 077 MICROMULTIB4 < - MACROORD2 4.751 060 MICROMULTIB4 < - MACROORD4 8.124 084 MICROCOMPETENB5 < - MESODEMAANA 5.689 130 MICROCOMPETENB5 < - MACROOR 4.639 094 MICROCOMPETENB5 < - MESODEMAANAC9 4.593 084 183 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MICROCOMPETENB5 MICROCOMPETENB5 MICROCOMPETENB5 MICROCOMPETENB5 MICROCOMPETENB6 MICROCOMPETENB6 MICROCOMPETENB6 MICROCOMPETENB6 MICROCOMPETENB6 MICROCOMPETENB7 MICROCOMPETENB7 STMCSA1 STMCSA1 STMCSA1 STMCSA1 STMCSA1 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA2 STMCSA3 STMCSA3 STMCSA3 STMCSA3 MACROITD7 MACROITD7 MACROITD7 MACROITD7 MACROITD7 MACROITD7 MACROITD7 MACROITD6 MACROITD6 MACROITD6 MACROITD6 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - MESODEMAANAC10 MACROITD6 MACROORD2 MACROORD4 MICROMULTI MICROMULTIB2 MICROMULTIB4 MACROITD6 MACROITD5 TMTE2 MACROORD2 MICROCOMPETEN MICROCOMPETENB5 MICROCOMPETENB6 MICROCOMPETENB7 MACROITD5 MICROMULTI MACROIT MESOSTUDE MICROMULTIB2 MICROMULTIB4 MACROITD8 MACROITD5 MESOSTUDEC6 MESOSTUDEC5 MESOSTUDEC8 MESODEMAANA MESODEMAANAC9 MICROCOMPETENB7 MESOSTUDEC6 MACRO STMCSA MACROOR STMCSA3 MACROORD2 MACROORD4 MACROORD3 MICROMULTI STMCSA MICROMULTIB2 MICROMULTIB4 M.I Par Change 9.123 115 4.163 -.086 9.146 093 4.436 070 5.050 -.056 6.099 -.059 6.007 -.053 4.633 079 4.555 072 6.394 -.120 4.408 -.058 11.421 081 8.861 058 5.587 054 12.720 072 4.994 -.062 4.514 043 5.396 084 5.309 071 5.710 047 4.236 037 4.968 066 6.443 071 4.340 046 6.205 060 4.528 054 4.249 -.070 4.746 -.053 4.860 -.039 4.685 -.042 4.072 279 4.579 120 9.554 114 7.556 112 6.389 065 13.659 103 4.831 058 7.437 059 8.624 148 6.148 052 9.335 058 184 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MACROITD6 MACROITD6 MACROITD6 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD8 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MACROITD5 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC6 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC5 MESOSTUDEC8 MESOSTUDEC8 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - STMCSA1 STMCSA4 STMCSA3 MESO MICROMULTI STMCSA MESOSTUDE MICROMULTIB2 STMCSA1 STMCSA2 MESOSTUDEC6 MESOSTUDEC5 MESOMODULC3 MESO MACRO STMCSA MACROOR STMCSA1 STMCSA4 STMCSA3 MESOSTUDEC6 MESOMODULC3 MACROORD4 MACROORD1 MICROMULTI MACROOR MICROMULTIB3 MICROMULTIB4 MACROORD4 MACROORD3 MACROORD1 SIZE MICROMULTI MACROIT MICROMULTIB2 MACROITD7 MACROITD8 MESOMODULC3 MESOMODULC4 MICROMULTI MICROMULTIB2 M.I Par Change 6.846 096 6.774 092 7.177 099 4.060 138 4.466 043 5.314 110 4.901 069 5.451 046 8.950 104 4.402 071 4.566 048 9.439 074 6.102 062 4.690 -.150 13.930 -.447 11.369 -.163 7.938 -.090 17.429 -.147 5.816 -.082 14.394 -.134 6.790 -.059 9.268 -.077 8.467 -.070 8.047 -.065 5.606 057 7.821 104 8.042 068 6.293 053 12.518 099 6.473 068 11.071 089 4.420 047 4.277 044 6.158 094 8.273 060 6.947 077 12.109 109 7.111 -.070 8.486 -.076 6.272 -.051 6.612 -.051 185 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MESOSTUDEC8 MESOSTUDEC8 MESOSTUDEC8 MESOSTUDEC8 MESOSTUDEC8 MESOMODULC3 MESOMODULC3 MESOMODULC3 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC2 MESOMODULC4 MESOMODULC4 MESOMODULC4 MESOMODULC1 MACROORD2 MACROORD2 MACROORD2 MACROORD2 MACROORD2 MACROORD2 MACROORD2 MACROORD2 MACROORD4 MACROORD4 MACROORD4 < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < < - MICROMULTIB3 MESOMODULC3 MESOMODULC4 MICROOPENB9 MICROOPENB8 MACROITD5 MESOMODULC2 MICROOPENB9 MACRO MICRO MICROMULTI STMCSA MACROIT MACROOR MICROMULTIB2 MICROMULTIB3 MICROMULTIB4 STMCSA1 STMCSA2 STMCSA4 STMCSA3 MACROITD8 MACROITD5 MESOMODULC3 MACROORD2 MACROORD1 MESOSTUDE MESOSTUDEC6 MESOSTUDEC5 MICROOPENB9 MACRO STMCSA MICROOPEN STMCSA2 STMCSA4 STMCSA3 MICROOPENB8 MICROOPENB11 MESOSTUDE MICROMULTIB4 MACROITD7 M.I Par Change 8.655 -.059 4.752 055 7.715 069 7.510 069 8.905 069 5.227 -.077 4.948 -.066 12.071 105 7.224 405 6.079 157 9.239 079 9.338 186 7.694 128 5.266 092 9.026 076 8.906 077 6.287 057 4.202 091 9.776 136 4.952 095 4.932 098 6.538 097 8.957 107 4.063 -.064 10.508 091 4.237 059 4.818 -.081 7.653 -.074 9.430 -.088 5.166 -.072 4.096 305 9.872 191 5.806 082 9.618 135 7.396 117 10.201 142 4.123 060 5.252 068 4.644 076 4.082 041 5.536 075 186 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MACROORD4 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD3 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MACROORD1 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB9 MICROOPENB8 MICROOPENB8 MICROOPENB8 MICROOPENB8 MICROOPENB8 M.I Par Change < - MESOSTUDEC6 9.351 078 < - MESO 12.982 308 < - MICRO 4.037 126 < - MESODEMAANA 16.153 196 < - MICROMULTI 5.084 058 < - STMCSA 5.700 143 < - MESOMODUL 17.711 189 < - MESODEMAANAC9 13.900 132 < - MESODEMAANAC10 13.238 125 < - MICROMULTIB2 6.352 062 < - MICROCOMPETENB7 5.400 059 < - STMCSA4 5.521 099 < - MESOMODULC3 15.238 122 < - MESOMODULC2 7.792 086 < - MESOMODULC4 17.953 131 < - MESOMODULC1 6.724 081 < - MICROMULTI 4.741 -.059 < - MACROIT 12.255 -.167 < - MICROOPEN 4.341 073 < - MESODEMAANAC9 4.269 077 < - MICROMULTIB2 5.621 -.062 < - MICROMULTIB4 4.229 -.048 < - STMCSA3 5.091 -.103 < - MACROITD7 7.243 -.099 < - MACROITD6 11.029 -.132 < - MACROITD8 5.118 -.089 < - MACROITD5 11.084 -.123 < - MICROOPENB9 9.644 103 < - MESO 5.294 184 < - MESOSTUDE 9.116 110 < - STMCSA1 6.508 104 < - MESOSTUDEC6 5.552 062 < - MESOSTUDEC5 5.435 066 < - MESOSTUDEC8 12.519 106 < - MESOMODULC3 9.287 090 < - MACROORD1 4.281 055 < - MESO 7.160 223 < - MESODEMAANA 9.882 150 < - MESOMODUL 6.049 108 < - MESODEMAANAC9 9.423 106 < - MESODEMAANAC10 5.983 082 187 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION MICROOPENB8 MICROOPENB8 MICROOPENB11 MICROOPENB11 MICROOPENB11 MICROOPENB11 MICROOPENB11 MICROOPENB11 MICROOPENB11 MICROOPENB11 < < < < < < < < < < - M.I Par Change 5.121 070 5.636 072 4.292 -.092 5.108 -.116 4.211 -.080 5.042 -.091 4.492 -.046 7.122 -.100 4.536 -.077 9.166 -.113 MESOSTUDEC8 MESOMODULC1 TMT STMCSA TMTE1 TMTE4 MICROMULTIB3 STMCSA1 STMCSA4 STMCSA3 Minimization History (Default model) Iteration 10 11 12 13 e e* e* e e e e e e e e e e e Negative eigenval ues 22 18 2 1 0 0 0 Condition # Smallest eigenval ue -.657 -.346 -.114 -.023 -.337 -.006 294.156 -.096 840.956 756.806 1421.791 2091.629 2273.334 2300.006 Diameter F 9999.000 4.424 1.145 1.163 1.032 746 861 1.021 082 485 175 085 016 001 11892.552 5534.138 3469.981 2233.623 1680.700 1468.209 1388.748 1373.535 1353.604 1347.515 1345.571 1345.503 1345.501 1345.501 NTrie s 21 5 1 1 Ratio 9999.000 486 944 778 812 809 777 365 811 842 1.051 1.076 1.025 1.001 188 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION Model Fit Summary CMIN Model Default model Saturated model Independence model NPAR 89 630 35 CMIN 1345.501 000 11461.627 RMR 112 000 214 GFI 878 1.000 315 DF 541 595 P 000 CMIN/DF 2.487 000 19.263 RMR, GFI Model Default model Saturated model Independence model AGFI 858 PGFI 754 274 297 Baseline Comparisons Model Default model Saturated model Independence model NFI Delta1 883 1.000 000 RFI rho1 871 000 IFI Delta2 926 1.000 000 TLI rho2 919 000 CFI 926 1.000 000 Parsimony-Adjusted Measures Model Default model Saturated model Independence model PRATIO 909 000 1.000 PNFI 803 000 000 PCFI 842 000 000 NCP Model Default model Saturated model Independence model NCP 804.501 000 10866.627 LO 90 700.440 000 10522.239 HI 90 916.230 000 11217.407 189 逢甲大學 e-Theses & Dissertations (2019) A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTION FMIN Model Default model Saturated model Independence model FMIN 2.438 000 20.764 F0 1.457 000 19.686 RMSEA 052 182 LO 90 048 179 LO 90 1.269 000 19.062 HI 90 1.660 000 20.321 RMSEA Model Default model Independence model HI 90 055 185 PCLOSE 181 000 AIC Model Default model Saturated model Independence model AIC 1523.501 1260.000 11531.627 BCC 1535.920 1347.907 11536.511 BIC 1907.568 3978.676 11682.664 CAIC 1996.568 4608.676 11717.664 ECVI Model Default model Saturated model Independence model ECVI 2.760 2.283 20.891 LO 90 2.571 2.283 20.267 HI 90 2.962 2.283 21.526 MECVI 2.782 2.442 20.899 HOELTER Model Default model Independence model HOELTER 05 245 32 HOELTER 01 255 33 190 逢甲大學 e-Theses & Dissertations (2019)