Applying Kano Model and IPA to Exploring the Administrative Service Quality Of Elementary School in Taichung County

• Main Authors: Yo-Yi liu, 劉佑怡
• Other Authors: Tzu-Kuang Hsu
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/77274322563886842080

碩士 === 中華大學 === 經營管理研究所 === 97 === In recent years, the concept of service quality has been emphasized by Nonprofit Organizations gradually. Due to the fact that society pays more and more attention to educational activities; therefore, in order to increase school’s quality and competition, teachers’ attitude becomes an important target. In this way, school administration should try hard to raise teachers’ satisfaction level toward school administration. However, the previous research of school service quality did not consider that service quality has the characteristic of Two-Dimension Quality. Hence, this research tries to have the elementary teachers in Taichung County as investigating target and combine Kano Two-Dimension Quality Model and Importance-Performance Analysis to confirm Essential Service Quality Element. Firstly, Kano’s model is used to categorize Two-Dimension Quality of service. Then each service quality characteristic is calculated to see how much customers’ satisfaction increases, and how much their dissatisfaction decreases to confirm Beneficial Service Quality. Secondly, IPA is used to confirm First improvement Service Quality Element. Lastly, Essential Service Quality Element is the one that belongs to Beneficial Service Quality and First improvement Service Quality Element. The conclusion of the research is as follows. 1.From the category of Kano Two-Dimension Quality Model, eleven out of twenty-three items are Must-be Quality Element, seven items are Indifferent Quality Element, and the rest five items are One-dimensional Quality Element. According to the category, Two-Dimension Quality indeed exists in school administrative service quality. 2.Teachers of different gender, years of teaching, educational background, job position, and the scale of school have various opinions toward school administrative service quality. 3.Teachers of different gender, years of teaching and job position put obviously various emphases on school administrative service quality. 4.Teachers of different educational background, job position, school scale, and principal’s gender have obviously different satisfaction levels toward school administrative service quality. 5.If there is sufficient teaching equipment, such as projector and computer available for teachers, the highest satisfaction level will be achieved. In addition, if school administration is able to handle emergent cases efficiently, teachers’ dissatisfaction level will be much lower. 6.If there are abundant facilities, such as playing ground and fields in school, school administration will be able to improve service quality to be more competitive. Besides, if school administration is reliable, especially relating to the attitude and the way administration deals with teachers, parents and students, school will be more competitive as well. 7.Carry on a thorough investigation by five aspects of service quality. If school administration is reliable, especially relating to the attitude and the way administration deals is the Essential Service Quality Element in the aspest of reliability. School administration value the teacher's opinion is the Essential Service Quality Element in the aspest of assurance. School administration take pleasure in listenning to the teacher's true feelings is the Essential Service Quality Element in the aspest of empathy.