| Summary: | 碩士 === 華梵大學 === 工業管理學系碩士班 === 89 === Education is key to national development and educational policies are extremely important which deeply effect the international competition of a country. In order to enhance the quality of citizens and breed higher education and vocational education into citizens, the Ministry of Education advocates the educational reforms and encourages the recurrent and extension education in universities. Due to the lack of literature that applies Quality Function Deployment (QFD) to research the service quality of extension education centers in universities. And implements of extension education centers in universities are based on the historical experiment but not involved scientific approaches. Consequently, the service quality of extension education center in university is a topic that should be considered.
In order to make the educational quality that could satisfy the Voice of Customer (VOC), this research uses a case study by adopting QFD to design the service quality of extension education center in Huafan University. And resolves the contention of weighting scale in House of Quality (HOQ) by combining Benchmarking and Analytic Hierarchy Process (AHP) to calculate the weight of customer attributes. According to the analytic process, 51 customer attributes of service quality in extension education center transform into five parts (strategy unit, business unit, administration and management unit, customer service unit, course design) including 55 engineering characteristics. Applying the evaluations of HOQ table, to rank the importance of engineering characteristics has been constructed. The first three priorities are: 1.advertisement in images. 2.exhibit or urge to attend the symposium. 3.lean education.
The conclusions of this research have been made to be the suggestions that could design the service quality of extension education center in Huafan University.
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