A study on the Deficiency Identification and the Design of Service Improvement for Educational Service Quality of Elementary Schools

• Main Authors: Wang, Shih-Lin, 王時霖
• Other Authors: Tsai, Ming-Chun
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/53349906453413580396

碩士 === 中華大學 === 企業管理學系碩士班 === 101 === In recent years, the fertility rate of Taiwanese population has gradually decreased, the social structure has appeared the patterns of baby bust; the sharp reduction of students has already effected on the education scene, along with the demonstration of parents to the educational option has already affected the operation trend of school in the future. This also represents the advent of time of parents-oriented school service; therefore, none of the schools at all levels not to try to promote their own competitiveness. Moreover, education service quality is the key factor that affects parents’ satisfaction; therefore, how to improve the education service quality is an important issue. In view of this fact, through systematic steps, this research employed IPGA, DEMATEL and QFD, three-stage improvement pattern of service quality to explore the main deficiency of elementary schools education service quality and protocoled specific improvement policy of education service quality to provide administrators of elementary schools and relevant units as the reference while protocoling the improvement policy of education service quality. As for the research methods, this research based on the P.Z.B. SERVQUAL (1988), made reference to relevant education service quality questionnaire, worked out elementary school education service quality questionnaire and investigated parents of mountain-line public elementary schools in Taichung by this questionnaire and got 506 valid questionnaires. After the data obtainment, the first stage employed IPGA to conduct empirical analysis, the analysis result found that in the IPGA matrix, there are 16 factors located in the quadrant that needed to strengthen improvement, and the main items that needed to strengthen improvement are “emergency medical assistance”, “treatment of crisis events”, “rich book resources” and “teachers' teaching profession”. The second stage employed DEMATEL to explore the relevance and effect intension between 16 items that needed to improve, and found 8 core factors that affect education service quality, the core factors were “rich book resources”, “teachers are love to communicate”, “solving problems actively”, “making the best use of teaching equipment”, “teachers' teaching profession”, ”teachers’ positive response”, “teachers have the appetency” and “clear and methodic schooling”…etc; the third stage, according to specialists’ depth interview and QFD analysis result, and developed a total of 7 specific service quality improvement project, in order of their feasibility are “implementing evaluation system of teacher's professional development”, “implementing educational training (learning to increase capability and further study)”, “implementing instructional and administrative evaluation”, “strengthening mechanism of tutor”, “setting up standard operating procedures (SOP) or mechanisms of processing students’ parents”, “enriching books and teaching equipment regularly” and “developing strategic alliance of near schools and sharing book resources”.