A study of Parents'' Perceptions of School Service Quality and It''s Improving Strategies In Elementary Schools

• Main Authors: Che-Wei Chuang, 莊哲瑋
• Other Authors: Tsahn-Deng Tseng
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/75724261782327077487

碩士 === 臺南師範學院 === 國民教育研究所 === 92 === With the huge impact of modernized society and electronic technology, it’s very important to find better ways of management. Well service quality is the best base of business and elementary school. For these reasons, elementary schools must improve their service quality, and make their customers feel satisfied. The main purposes of this study was understand that parents perceived difference between actual experiences and expect service quality in elementary schools by concept of service quality first. The questionnaires were administered to 595 samples from public elementary schools in seven counties and cities South Taiwan. Collected data analysis by statistical methods as describe statistics, t-test and Onaway ANOVA for understanding the status of parents’ perceptions of school service quality. Conclusions are found as follows: 1. The views of parents in terms of actual experiences: (1) Public elementary school parents all had positive and confident views of school service quality from their actual experiences. (2) Differences exist in parents’ actual experience of school service quality according to different education, job and school area. 2. The views of parents in terms of expectations: (1) Public elementary school parents had rather high expectations for school service quality. (2) Differences exist in parents expectations for school service quality according to different education, job and school admeasurements. 3. The views of parents in terms of gaps: (1) Gaps (shortfalls and disparities) existed in parents’ knowledge about school service quality. (2) Differences in knowledge shortfalls about school service quality existed according to individual background variables. (3) Differences in knowledge shortfalls about school service quality existed according to different school background variables. 4. The views of parents in terms of the problems of improving service quality: (1)Parents consider the difficulties of improving service quality. (2)Parents consider the other opinions of improving service quality. 5. The views of experts and scholars in terms of improving service quality. There are conclusions of Delphi as follows: 1. What are the strategies of school service quality in tangibility? 2. What are the strategies of school service quality in reliability? 3. What are the strategies of school service quality in responsiveness? 4. What are the strategies of school service quality in assurance? 5. What are the strategies of school service quality in thoughtfulness? 6. What are the strategies of school service quality in endless management? According to research results and conclusions, there are some suggestions as follows: 1. It should do by educational Administration. 2. It should do by elementary School. 3. It should do by teaching Staff. 4. It should do by future Research.