衡量國民小學學校服務品質缺口以發展差異化服務策略之研究─以高雄市國民小學為例

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Title:
衡量國民小學學校服務品質缺口以發展差異化服務策略之研究─以高雄市國民小學為例
Author: 李宗樺; Li, Tsung-hua
黃怡瑾; I-Ching Huang; 社會科教育學系碩士班
Subjects: 差異化策略; SERVQUAL量表; PZB缺口模式; 學校服務品質; school service quality; P.Z.B. gaps model of service quality; SERVQUAL; differentiation strategy
Description: 本研究應用P.Z.B.模式之觀念，探討不同學校之間學校服務品質缺口的差異性，以發展差異化服務策略。本研究以高雄市15所公立國民小學家長為主體服務對象，發出675份問卷，有效回收629份。以文獻分析和專家適合度評量來建構國民小學學校服務品質的內涵，而後由問卷調查進行實徵資料之蒐集。調查所得資料透過SPSS10.0經過描述統計、t檢定及單因子變異數分析後，獲致以下結論：一. 國小家長認為「保證性」最重要，期望也最高。二. 國小家長認為學校「保證性」、「可靠性」兩構面的實際表現最受肯定。三. 學校的服務品質有缺口存在，以「有形性」構面有較大的落差存在。四. 國小家長對於校園安全、老師的能力與教學態度特別重視。五. 國小家長對於學校在家長聯繫及放學的安全管制措施方面，感到最滿意。六. 家長對學校的活動空間及衛生的環境較缺乏信心，也是學校應該重視而努力的方向。七. 透過服務品質缺口的差異，找出各學校的服務弱勢與優勢，藉以擬定最合適該學校的差異化服務策略。根據文獻分析與研究發現，本研究提出下列建議：一、對教育行政機關的建議二、對國民小學的建議三、對後續研究的建議
This research uses the concept of P.Z.B. (Parasuraman, Zeithaml, and Berry)’s model to investigate the differences of gaps of school service quality among public elementary schools and develop differentiation strategy. The questionnaires were administered to 675 samples from students’ parents at 15 public elementary school in Kaohsiung city. The study achieved a valid return amount of 629. It is to construct contents of service quality in elementary schools by literature review and expert suitable measure. The supportive data was gathered with questionnaires. Data analyzed by descriptive analysis through SPSS10.0, t-test, One-way ANOVA yielded the following results.1. Parents approve of the importance of school service quality in assurance and have high expectation on the aspect. 2. Parents hold positive and confident views of the actual performances in both aspects of assurance and reliability of school service quality.3. Gaps exist in parents’ knowledge about school service quality, especially in the aspect of tangibility.4. Parents place great emphasis on these issues—campus safety, teacher’s competence, and teacher’s teaching attitude.5. Parents have a great deal of satisfaction about the communication between teachers and parents, and about the after-home traffic safety.6. Parents have little confidence in school space for activities and the environmental sanitation. 7. Through the differences of gaps of school service quality, the advantages and disadvantages of school services among schools are explored in order to develop the most appropriate differentiation strategy.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 future research.
碩士
Creation Date: 2007
Format: 121 bytes
text/html
Language: 中文
Identifier: http://nutnr.lib.nutn.edu.tw/handle/987654321/3585
Source: NUTN IR

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衡量國民小學學校服務品質缺口以發展差異化服務策略之研究─以高雄市國民小學為例

李宗樺; Li, Tsung-hua 黃怡瑾; I-Ching Huang; 社會科教育學系碩士班 2007

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