Applying IPA Model to Improve the Service Quality of Cross-categorical Itinerant—The Example of Changhua County

• Main Authors: LING,PEI-LING, 林佩玲
• Other Authors: TSENG,YAO-HUANG
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/2b4taq

碩士 === 大葉大學 === 企業管理學系碩士班 === 105 === Applying IPA Model to Improve the Service Quality of Cross-categorical Itinerant—The Example of Changhua County Student：Pei-Ling Lin Advisor：Prof. Yao-Huang Tseng Da-Yeh University ABSTRACT This study was designed using IPA model to analyze cross-categorical itinerant quality through the relevant literature as accordance for the establishment of research infrastructure. The research objects are the regular classes teachers in Changhua County elementary schools. Questionnaire method was used to collect data. There are 207 valid samples collected in total.Then using SPSS statistical software to analyze the data. Based on IPA model, cross-categorical itinerant quality items and its affiliated service dimensions are divided into four quadrants. Based on the quadrant placement to understand the importance and degree of satisfaction with the service quality items and service aspects in the class teachers' opinion. The results showed that: 1. Class teachers felt "important" and "satisfied" about the cross-categorical itinerant quality. 2. The level of importance and satisfaction of the service facets from high to low was: reliability, consideration, assurance, responsiveness, tangibles. 3. Through IPA model analysis, in 33 service quality items, 15 items are located in the first quadrant, maintaining region. Three items are v in the second quadrant, excessive effort region. 13 items are in the third quadrant, improvement required region. Two items are located in the fourth quadrant, prioritytoimprove region. Regarding the service facets, reliability is in the first quadrant. Consideration is in the second quadrant. Tangibles, responsiveness and assurance are all in the third quadrant. Key Words : importance-performance analysis, cross-categorical itinerant, service quality