全面品質管理（Total Quality Management,簡稱TQM）是晚近重要的管理觀念和技術之一，在美國不僅相當普遍，在公部門亦加以採行且具有實施成效。我國行政院將「行政革新方案」加強為民服務部份，注入企業界普遍採行的全面品質管理，研定「全面提升服務品質方案」，於八十六年一月一日頒佈全國為民服務之機關執行。因此，本論文擬藉由對TQM之研究，檢視其在基隆市區公所應用之情形如何？並經由實證分析，測知區公所員工對實施TQM助益性、滿意度之認知情形，以及民眾對TQM應用於提升區政服務品質之滿意度，期能結合理論與實務，以作為基隆市區公所持續改善服務品質之參考，並提出以下之建議：一、強調及運用全面品質管理理念，高層領導人員必須支持，以及加強員工教育訓練 二、定期實施民眾對區公所服務品質滿意度之調查 三、有效建立學習型組織 四、加強改善區公所硬體設施 五、擴大民眾參與公共服務行列 六、加強授能與團隊合作之建立。本文共計五章，章節安排與內容簡述如下： 第一章 緒論。包括研究動機與目的，研究方法與架構，研究流 程，研究範圍與限制。 第二章 TQM相關文獻探討。包括TQM之發展歷程、定義、特徵、思考模式、執行模式等加以探討。 第三章 對於基隆市區公所為民服務之實施概況，提升服務品質之各項措施及相關作法加以說明。 第四章 以基隆市七區區公所之員工及洽公民眾為研究對象，測知員工對實施TQM之助益性、滿意度之看法，及民眾對區公所服務品質之滿意度，應用次數分配（freqencies）、t考驗（t-test）、單因子變異數分析（One Way ANOVA）及以最小顯著差異法（Least Significant Difference,LSD）進行事後檢定（Post Hoc）。 第五章 結論與建議。包括實證研究發現，並針對研究發現提出建議，以作為提升區政服務品質之參考。 / Summary Total Quality Management (TQM) is one of the most important management concepts and techniques recently. It is not only widespread in USA, public agencies also adopt it with good effect being reached. The Executive Yuan of our country has drafted “total improvement of service quality scheme” by strengthening the part of serving people in its “administration renovation scheme”, and then adding into the generously implemented TQM in business circle, and proclaimed on Jan. 1, 1997 that all agencies servicing people started to carry it out. Therefore, this thesis plans to study TQM and examine its application in Keelung City Public Office. Through analysis of real cases, the perception of the Public Office staff on the benefits and satisfaction about TQM application was found out, and also the public’s satisfaction about the improvement on administrational service quality through the application of TQM. It is expected that theories and practices can be combined to be used as the reference for continuous improvements on service quality by Keelung City Public Office, with the following recommendations: 1. Stressing and implementing the concept of TQM, senior leadership must support and training on staff should be strengthened. 2. Carrying out surveys on the public’s satisfaction about the service quality of the Public Office. 3. Effectively establishing learn-type organization. 4. Strengthening the improvement on hardware facilities of the Public Office. 5. Expanding the public’s participation in public services. 6. Strengthening empowerment and the establishment of teamwork. There are altogether 5 chapters, and the arrangement and content of each chapter is as follows: Chapter 1 Introduction. It covers research motive and purpose, research methods and framework, research process, research range and restrictions. Chapter 2 Review on TQM related literature. It discuses the development history of TQM, its definition, characteristics, thinking mode, execution mode . Chapter 3 It explains the implementation situation of public services provided by Keelung City Public Office, and also its measures and methods for improving service quality. Chapter 4 With the staff of 7 Public Offices of Keelung City and common people who come to receive the service, the staff’s views about the benefits and satisfaction of implementing TQM are received, so is the common people’s satisfaction with the service quality of the Public Office. Frequencies, t-test, One Way ANOVA, and Least Significant Difference (LSD) are used to analyze the results. Chapter 5 Conclusions and recommendations. It gives research findings based on real case study, and also provide recommendations based on research findings, to be used as the reference for improving service quality of the Public Office in Keeling City Government.

本研究的主要目的在探討合作學習對商職學生英語口語表達能力的成效及商職學生對合作學習應用在英語會話課的看法。研究對象為商職二年級兩班學生共八十名，其中一班為實驗組41人，授以學生小組成就區分法(STAD), 小組遊戲競賽法(TGT), 及共同學習法(LT)三種合作學習法；另一班為控制組39人，授以傳統授課法。兩組所使用的教材相同，由研究者安排教學活動並親自授課。教學實驗為期一個學期。資料蒐集方式包括兩次學期成就測驗為前、後測，問卷調查表、及訪談。資料分析方式為量化的描述性統計及質化的內容分析法。歸納研究結果摘述如下： 一．實驗組學生在後測表現上明顯優於控制組學生，且達到統計的顯著差異。 二．從個別子項目來看，實驗組學生在文法項目與控制組學生相較下，並未有顯著差異外，其餘項目表現明顯高於控制組學生。 三．由問卷及訪談來看，合作學習對學生學習動機、學習態度、人際關係、及減輕學習焦慮均有助益。 四．針對合作學習應用在本研究中所發現的一些缺點和困難，提出討論以求因應策略。 根據上述研究結果，提出教學上涵義的探討，及對未來研究提出建議。 / The purpose of this study is to investigate how commercial vocational high school students perceive cooperative learning in terms of English oral performance, learning attitudes, social development and lowering of anxiety in speaking English. There were totally 80 students involved in this study. The experimental group was taught in cooperative learning for one semester with the methods of Student Teams Achievement Division (STAD), Teams-Games-Tournaments (TGT), Learning Together (LT). The control group was taught in the traditional instruction. This study collected data from oral tasks, scores of pretest and posttest, questionnaire, and student interview to achieve methodological triangulation. The reliability and validity of the collected data were ensured by combining both qualitative and quantitative methods. Descriptive statistics and content analysis were used to analyze the data. The major findings of this study suggested that cooperative learning helped significantly to enhance the commercial vocational high school students' English oral performance , learning attitudes, social development and lowering of anxiety in speaking English. Besides, the problems of cooperative learning that emerged in students' responses and the researcher's observation was stated in the conclusion. The study suggested that cooperative learning be integrated into the vocational high school English instruction in Taiwan. Pedagogical implications for the application of cooperative learning in EFL teaching were proposed. Finally, suggestions for future studies were recommended.

本研究旨在探討從上下文推論字義教學應用在高職英文字彙教學之效益。 本實驗之研究對象為台北縣某高職80位高二學生，所有的受試者依據其原班級，分為實驗及控制兩組，每組再依前一學年英文成績分為高分與低分兩組，實驗組接受推論字意教學法訓練，而控制組則採用傳統的字彙教學法。在教學實驗開始之前，所有的受試者均參加前測；教學實驗結束之後，所有的受試者再參加後測。前測與後測之題目相同，皆為Oxford的學習策略量表及Nation的單字程度測驗。教學時間每週20分鐘，共計12次，利用猜測字義測驗及文意字彙式短文測驗取得相關資料，各項資料經由次數分配、百分比、平均數、標準差、t考驗等統計分析探討學習成效，最後再對實驗組施以問卷調查，以期了解他們對從上下文推論字義教學之回應。 本研究的結果摘要如下： 一､英文字彙教學實驗之後，除了控制組低分組外，其他受測學生的學習策略都有小幅的進步，惟對於實驗組低分組學生進步達顯著水準。 二､英文字彙教學實驗之後，所有的受測學生在單字程度測驗答對題數均有些微增加，高分組的進步的幅度高於低分組，惟對於實驗組高分組學生進步達顯著水準。 三､文意字彙式短文測驗的成績，控制組較實驗組高，惟對於實驗組低分組與控制組低分組的分數差異達顯著水準。 四､實驗組推論字義的能力與文意字彙式短文字彙測驗的成績，不論對高分組或低分組都呈現高度相關。 五､在60個推論字義的單字測驗當中，實驗組所選出來較難推論的單字，其詞類依序為副詞、形容詞、動詞、名詞。 六､經問卷調查分析，實驗組對於從上下文推論字義教學大部份傾向於正面的肯定。 最後，本文根據研究結果，提出英語教育學上之應用以及未來研究之建議。 / The purpose of this study is to explore two instructional methods on vocational high school students: word meanings inferred from context and word meanings learned from translation. To reach the research goal, the study assumes the quasi-experimental method, which includes the pretest and the posttest. The duration of this experimental teaching program is twelve weeks. A total of 80 sophomores coming from 2 classes at a vocational high school in northern Taiwan are involved in the study. One class is assigned as the experimental group, and the other one the control group. For further comparison, each group is divided into two proficiency subgroups, high and low, based on their English achievement scores in the last academic year. The experimental group receives “word meaning inferred from context” training while the control group is instructed in the traditional vocabulary teaching method. Oxford’s Strategy Inventory for Language Learning (SILL) and Nation’s Vocabulary Levels Test (VLT) are selected as the test items in both the pretest and the posttest. Data for analysis are collected from two sources. One is the subjects’ scores on SILL and VLT, word-inferring test and words-in-context test, and the other comes from the questionnaire regarding the experimental group’s feedbacks and reflections on vocabulary learning through inferring. The collected data are analyzed by frequency distribution, percentage, means, standard deviation, and t-test. The conclusions of the study are summarized as follows: 1. All the subjects make a little improvement after the experiment except the low achievers in the control group. The low achievers in the experimental group improve significantly in performance on language learning strategies. 2. Both the experimental group and the control group show certain progress in VLT. However, only the high achievers in the experimental group perform significantly better. 3. There exists a positive correlation between the subjects’ performance in word-inferring test and words-in-context test for the experimental group. 4. There is a significant difference in words-in-context test score between the low achievers in the experimental and those in the control group. 5. According to the responses of the experimental group, adverbs cause the heaviest learning burden, followed by adjectives, verbs, and nouns. 6. There is a fairly general agreement that the experimental group shows appreciation of the instruction. Further pedagogical implications and suggestions for future studies are provided at the end of the study.

與傳統的學習環境相較，線上學習雖然減少了面對面的互動機會，但卻提供了更多其他方式的回饋功能，增加了更多的互動機會與回饋。文獻指出「有用」、「易用」、「回饋反應時間」及「回饋內容」會影響到學習者的學習情形。目前對工作-科技配合度的研究大多偏向軟體維護工作，本研究試圖修正及結合工作-科技配合度模式（Task-Technology Fit Model, TTF）與科技接受度模式（Technology Acceptance Model, TAM），來驗證：(1)配合度變項的存在並驗證配合度會正向影響使用；(2)找出合適的衡量線上學習回饋功能的構面；(3)七項回饋功能在四構面上的認知差異；(4)擴充及結合TTF與TAM二模式以驗證個人的「喜好」會正向影響其「使用」；(5)回饋功能四構面「有用」、「易用」、「回饋反應時間」及「回饋內容」分別會正向影響「喜好」。 研究結果顯示：(1)只有四項回饋功能「線上傳訊/對談」、「郵寄助教」、「成績資訊」及「主題討論」中「工作-科技配合度」的存在是合適的且「工作-科技配合度」會正向影響個人的「使用」；(2)由信度、效度分析顯示「功能有用」、「功能易用」、「回饋反應時間」及「回饋內容」四構面合適用來衡量線上學習回饋功能；(3)七項回饋功能在四構面上有認知差異；(4)七項回饋功能的個人「喜好」均會正向影響其「使用」；(5)使用者認知「功能有用」會正向影響個人的「喜好」（七種功能都有）；「功能易用」會正向影響個人的「喜好」（課程討論、線上傳訊/對談、郵寄助教、平時測驗、成績資訊）；「回饋反應時間」會正向影響個人的「喜好」（課程討論、成績資訊）；「回饋內容」的正確與有效幫助會正向影響個人的「喜好」（七種功能都有）。

Ontology可用來組織、管理與分享知識，Ontology Engineering是一種建構Ontology的過程，建構的過程中，多數的工作需要人費時費力地去完成，因此利用機器來輔助Ontology Engineering成了一門重要的課題。使用Knowledge Discovery的方法協助Ontology Engineering建構Ontology的過程，稱為Ontology Learning，本論文中提出的Ontology Learning方法為分析使用者在搜尋引擎下關鍵字查詢時的行為，加上利用與查詢關鍵字有關的網頁資訊，以輔助建構Ontology。本論文中的Ontology由使用者所查詢的關鍵字組成，我們要learning的，則是這些關鍵字彼此之間的關係，其中有上義詞、下義詞與同義詞等等，因此，自動尋找關鍵字彼此之間的關係以輔助建構Ontology，即為我們提出本論文的目的。除此之外，本論文亦實作了完整的Ontology Learning系統，從一開始使用者查詢記錄的蒐集，關鍵字擷取與分析，關鍵字之間的關係判定，直到最後Ontology的產生，都將由系統自動完成。 / Ontology can be used to organize, manage and share knowledge. Ontology Engineering is the process of constructing Ontology. However, it’s usually a time-consuming and error-prone task. Thus, utilizing methods of Knowledge Discovery to help Ontology Engineering is called Ontology Learning. In this thesis, Ontology Learning process is done by using those pages related query terms and analyzing the querying behavior of users on search engines. The Ontology is organized by user query terms and relations among them. These relations we define are hyperonomy, hyponomy, synonymy and et al. Our goal of this thesis is to automatically learn the correct relations among these query terms. Besides, we implemented the complete system platform for Ontology Learning. The system can automatically collect logs, extract and analyze query keywords, and produce the final Ontology.

國家科技發展計畫是國家競爭力的基礎。在台灣有幾個重要科技政策會議（如全國科學技術會議、行政院科技顧問會議、電子、資訊、電訊策略會議、行政院科技會報等）來協調、凝聚政府與私部門間對科技政策共識，進而規劃科技發展目標與執行策略。國科會自1978年開始，不僅籌辦全國科學技術會議，並且執行規劃科技發展策略、協調執行、評估中、長期科技發展計畫等功能。但是我國在推動整體科技發展時，一直存有若干問題未能解決，如資源浪費、效率不彰、國科會層級不足以扮演超部會協調角色等，影響國家科技發展甚大。 本研究以文獻檢視、比較方法提出標竿學習美國、日本科技發展的四個指標來強化國科會科技發展功能： 1、科技資訊系統之發展。 2、科技幕僚之建置。 3、科技決策層次之提昇。 4、政府支助科技研發經費之持續與穩定成長。 以上四個標竿學習指標，經運用德菲調查研究後發現，專家學者們認為所提的四個指標，對國科會強化科技發展功能有所助益。 / National science and technological development plan is a foundation for national competitiveness of a country. There are several decision- supporting mechanisms（such as The National Conference on Science & Technology, Science &Technology Advisory Board , Strategic Review Board on Electronics, Information and Telecommunications, Science &Technology Conference of the Executive Yuan）in Taiwan which serve to reach consensus between government and the private sector, mapping out Sci-Tech development goals and formulating implementation strategies for achieving the goals. National Science Council is not only one of the main agencies to sponsor The National Conference on Science & Technology but also a strategic agency to formulate Sci-Tech development policy; coordinate and implement mid-and long-term development plans, and evaluate the outcome of policy implementation. The Council has undertaken the above functions since 1978,but some problems have not been solved. For example, huge amount of manpower and resources are overlapped and wasted which result in poor efficiency. In addition, the Council lacks the authority to coordinate other ministries concerning Sci-Tech policies within the Executive Yuan. In this thesis, the author used literature review and comparative research to study the strong traits of American and Japan’s S&T development as benchmarks. There are four benchmarking alternatives to enhance the function of National Science Council to improve its S&T development. They are: I、National Science Council should enhance its information management and decision supporting system to provide policy alternatives of S&T for its decision-maker. II、National Science Council should establish an in-house “think- tank” to provide future vision and goals of science and technological development. III、Augmenting the authority of Council to strengthen its coordinating function with other ministries in the Executive Yuan. IV、The creation of a steady and growing fund to facilitate the long-term development of science and technology in Taiwan. The opinions of experts in our Delphi survey has confirmed that the above alternatives can strengthen the function of National Science Council to promote science and technology development in Taiwan.

在全球化、WTO及資訊科技革命的浪潮下，我國在技職教育方面，面臨了更大的競爭與挑戰，如何提升技專校院競爭力，建構高品質之技職教育，實為當務之急。而台北科技大學面對內、外在環境的急遽變遷，所遭遇的問題相對增多，複雜性更高。是故須透過學習創新的方式來超越環境所帶來的變遷與限制，以因應時代需求。 本研究的目的在於探究學習型組織的意涵及理論。並引用策略管理流程（strategic management process）對台北科技大學現況作策略分析及建立學習型組織之可行性分析。 本研究範圍主要針對台北科技大學行政單位，並以行政單位之一、二主管及基層行政人員為訪談對象。研究方法採「質的研究」(qualitative research)，藉由蒐集國內外有關學習型組織之期刊、論文及研究報告，加以檢閱整理，以建立本研究之立論基礎，並作深度訪談之依據。再者觀察及深度訪談北科大20位主管及基層行政人員，並將訪談所蒐集的資料加以歸納、分析。 本研究綜合文獻回顧、現況分析及對學校行政單位所做的深度訪談結果，提出十點研究發現和三項十二點建議。 / Due to globalization, WTO, and the revolution of information technology, the vocational education in Taiwan is confronting a higher challenge and competition. Taking National Taipei University of Technology for ex- ample: facing the rapid change of both the internal and external circumstances, what NTUT is going to encounter are increasingly complicated problems, which can only be solved through innovated learning. Therefore, it has become an urgent need to build up high-quality vocational education in order to boost the competition of vocational schools. The major purpose of this research is to explore the essence and the theory of learning organization by conducting strategic management process on NTUT, which helps to realize the attainability of learning organization. This study focuses on the administrative level of National Taipei University of Technology using the method of qualitative research. Through gathering and inspecting both domestic and foreign academic papers, journals and study reports, the fundamental theory of learning organizations was set up. And then the entire research was completed by means of the in-depth interview of 20 higher-ranking officials and the staff members of NTUT. Conclusively,this research was completed according to data review, situational analysis and in-depth staff interview,and it provides ten major findings and twelve suggestions for future reference.

摘 要 自二十世紀末起，不論是製造業、建築業、政府機構、醫院及服務業等各企業，均廣泛應用全面品質管理活動，以提升本身的市場競爭力。近年來，我國的國家品質獎亦以全面品質管理績效為奬勵核心，成為企業追求的目標，塑型出品質的最高標竿。 但對壽險業而言，則尚在萌芽階段，本論文即以壽險業某知名外商之TQM活動為研究探討對象。但因壽險業務經營範圍中，新契約流程為第一線服務的開始，需要接受高難度服務品質與技巧的挑戰，除新科技的運用外，壽險業者必須再研究更有效的方法或工具來提昇作業品質與流程，以求其市場佔有率在瞬息萬變之環境中，仍能脫穎而出。 故本研究宗旨，透過個案公司內部新契約流程的實際執行績效來探討，以找出推行TQM過程中，結合學習型組織的認知衡量指標，進而歸納結論，以供企業與產業日後推行TQM時之參考。 故從該壽險公司個案研究中，提出以下重點建議： 1.明確的TQM目標，聚焦式資源運用，有助於績效的展現。 2.專業的輔導團隊，專職的推展單位，落實各階層教育訓練。 3.績效非一日可磯，擺脫數字的迷失，訂定有效且公平合理的績效衡量制度。 4.充分溝通，結合組織文化與變革，建立互信的團隊共識。 5.運用學習型組織，加強政策落實，以PDCA精神為主軸，持續不斷品質的追求。 關鍵字 ： 全面品質管理、學習型組織。

本研究旨在探討國民中學學習型組織與學校效能。首先，蒐集有關學習型組織、學校效能的相關文獻，加以研究。其次，提出研究架構，再以「國民中學學習型組織與學校校能調查問卷」為研究工具。 然後以桃園縣之公私立國民中學（含公私立高中附設國中部）教師為研究母群體，以分層隨機抽樣抽取45學校發出問卷450份，回收421份，回收率達93.56%，有效問卷393份，有效回收率為87.33%。所得資料以描述性統計、t-考驗、單因子變異數分析、積差相關等統計方法進行資料分析，再就研究結果分別加以討論。 根據問卷調查結果，獲致以下結論： ㄧ、國民中學教師之絕學習型組織與學校效能之現況屬中高程度。 二、國民中學教師對學習型組織之知覺因學校歷史、學校規模之不同 而有顯著差異。 三、國民中學教師對學校效能之知覺因年齡、性別、學校歷史、學校 所在地區、學校規模之不同而有顯著差異。 四、國民中學學習型組織與學校效能之間有顯著相關。 根據研究結論，提出以下建議： ㄧ、對桃園縣政府教育行政主管機關之建議 （一）定期舉辦學習型組織專業知能之教育訓練與研習活動，增 進教育人員對學習型組織與學校效能的正確認知，以提昇 教育品質。 （二）合理調整學校班級規模，讓國民中學學校規模朝中型學校 發展。 （三）補助偏遠學校的軟硬體設施，及補助清寒貧困學生，留住 教師，盡心盡力投入教學，以提升偏遠學校教育品質。 二、對學校、校長的建議 （一）建議國民中學校長善用教師特性、學校特性，營造符合學 校發展特色的學習型組織。 （二）善用資深教師經驗及其能力，指導、協助資淺或新進教師， 達到傳承優良班級經營與教學效果。 （三）學校應積極營造成為學習型組織，校長除以身作則參與 外，更應鼓勵與帶動同仁：建立共同願景、團隊學習、改 善心智模式、自我超越、系統思考，以提升同仁專業能力， 提升學校效能。 （四）衡量學校歷史、社區特性與特色，發展適應當地人文色彩、 地方特色的學校教育。 （五）從「系統思考」、「自我超越」、「建立共同願景」型塑學 校學習型組織，提高學校行政效能。 三、對教師的建議 （一）教師們應運用「建立共同願景」、「團隊學習」、「改善 心智模式」、「自我超越」、「系統思考」，以提升班級 經營與學校效能。 （二）年資淺或新進教師能夠向資深有經驗之教師虛心請教，並 多參加活動與研習進修，以提升專業知能。 （三）教師應追求自我超越，參與團隊學習，改善心智模式，以加 強教學效能 四、對未來研究的建議 對研究對象、研究方法及研究工具提出未來研究之參考。 / A Study of the Relationships between Learning Organization and School Effectiveness in Junior High School - Using Taoyuan County as Example Advisor：Min-Ju ching ,PH.d. Author：Jung-kun wen Abstract The purpose of this study was to explore the relationships between learning organization and school effectiveness in Junior High School. First,relevant literature on learningorganization and school effectiveness was collected,investigated, and analyzed.Next, the framework of the research was devised,“Questionnaire of the Investigation of Learning Organization and school effectiveness in Junior High School ”- was developed accrodingly. Then, Junior High School teacher were used as research population, from which 450 teacher in 45 schools were randomly sampled as research subjects. 393 copies of the 421 guestionnaires issued were returned, among which 393 copies were valid. The returning ratio was 87.33%.After questionnaires were collected, statistics methods, such as descriptive statistics, t-test, one-way ANOVA, Pearson,s product-moment correlation,were used to analyze the research data. Conclusions of this study are as follows： （1）Junior High School teacher situation are in the high-intermediary level. （2）Respondent show different perception on Learning Organization due to the differences of history of school,and scale of school. （3）Respondent show different perception on school effectiveness due to the differences of sex, age, history of school,region of school and scale of school. （4）There are significant relationships existed among learning organization and school effectiveness. Suggestions based on the above con clusions are proposed To the educational administration agencies,the junior high schools, teachers,and future studies.

知識經濟概念之興起、政府對回流教育政策之改革，提升了在職進修意願，在職進修人數也日漸增加，在職進修研究生兼具在職者與研究生身份，多重角色的壓力可能使其產生學習困擾，而在職進修研究生對自身學習困擾之瞭解及採取合適的因應策略，亦越顯重要。 本研究旨在探討在職進修研究生學習困擾情況及採行因應策略之情形；探討不同背景變項，其學習困擾情況及因應策略之差異情況；並分析學習困擾與因應策略之間的關係，以提供相關教育主管機關或學校、在職進修者及有意進修者面臨學習困擾時為一參考。 本研究參酌相關文獻及資料，以問卷調查及訪談為研究工具，研究對象為國立臺灣師範大學在職進修研究生，對全體夜間班學生發出365份問卷，回收有效問卷273份，回收有效率為74.79％；訪談則抽取男、女生各三人，期藉由訪談來強化問卷分析之結論及找出其他學習困擾和可能之因應策略。 研究問卷以不同個人背景變項為自變項，考驗不同變項之學習困擾及因應策略是否有顯著差異。所得資料以SPSS 11.0版統計軟體進行描述性統計、單因子變異數分析、皮爾遜積差相關等分析，得到下列結論： 1.在職進修研究生以女性、31-40歲、已婚者居多，個人需負擔總家用比例 則以需負擔50％以上者最多，共佔58.4％；職業別則以軍公教者居多， 佔80.1％％；工作年資則以滿5年至未滿15年間為最多，佔56.7％； 工作負荷方面則以不需加班及需加班10小時以內者為最多，佔84.1％； 最主要就讀動機則以認知興趣及職業進展二者為最多，佔86.9％。 2.在職進修研究生之學習困擾程度為中等，以學習能力與成就困擾為最高。 3.不同的背景變項會影響在職進修研究生學習困擾感受程度。 4.在職進修研究生最常使用之因應策略為紓解調整策略、積極管理策略。 5.不同的背景變項會影響在職進修研究生因應策略之運用。 6.學習困擾與因應策略之間僅部分層面具有顯著相關。 根據上述結論，本研究提供以下建議： 1、對在職進修研究生就讀學校之建議： （1）提供在職進修研究生有關學習之諮詢。 （2）配合在職進修研究生學習所需，延長相關設施開放時間。 2、對在職進修研究生工作單位之建議--鼓勵並支持員工在職進修，促進 單位成長： 在職進修研究生所服務單位，長官及同事對於進修之認同與否，影響在職進修研究生學習困擾程度相當大；雇主應以員工進修可回饋單位之態度來予以進修者鼓勵，並適時予以支援及協助，創造雇主與雇員雙贏之局面。 3、對在職進修研究生及有意進修者之建議： （1）加強與家人、長官及同事之溝通技巧。 （2）瞭解自身學習困擾原因並以正向積極之態度面對學習困擾。 （3）加強自身英文、資訊等基本能力及時間管理技巧。 4、對未來相關研究之建議： （1）擴大問卷對象以瞭解更多學習困擾與因應策略狀況。 （2）採用縱貫性研究，以瞭解學習困擾及採行因應策略之動態過程。 / The purpose of this study is to inquire situation of learning disturbances and coping strategies for the in-service graduate students, to explore the situation of learning disturbances and coping strategies for the in-service graduate students when differing in personal characteristics, to analyze the relationship between the learning disturbances of in-service graduate students and their coping strategies, to provide the results of research to the correlated organizations and individuals for references and suggestion when confronting learning disturbances. The study methods were adopted within literature review, questionnaire and interview. The subjects are covered 365 National Taiwan Normal University students by after taking census from the all students. The background is independent variables in the questionnaire. The dependent variables are the learning disturbances and coping strategies. The collected data were analyzed with descriptive statistics, an ANOVA technique and Pearson product-moment correlation. Conclusions were made as the follows： 1. Female, 31-40 years old, married, bearing family livelihood, public employee, 5-15 years seniority, to work overtime under 10 hours are the major samples of the in-service graduate students. The major motives of learning are interesting and development of work. 2. The level of learning disturbances for the in-service graduate students is middle ,the most disturbance is learning achievement. 3. The learning disturbances for the in-service graduate students may be influenced by different personal-characteristics. 4. The in-service graduate students tend to use various coping strategies to solve the learning disturbances. 5. The coping strategies for the in-service graduate students may be influenced by different personal-characteristics. 6. There are some significant relations between the learning disturbances and coping strategies. To sum up, the conclusions of the study offers the related references and the suggestions for the correlated organizations, individuals and future researchers.