Service Quality of Junior High School Administration─A Case Study

• Main Authors: Ching En , Hung, 洪慶恩
• Other Authors: Tien Yu , Lin
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/48015315898624746447

碩士 === 臺北市立師範學院 === 國民教育研究所 === 92 === 　　The purpose of this study was to apply the idea of P.Z.B. quality service and its SERVQUAL evaluation model on assessing the service quality of junior high <a href="http://www.ntsearch.com/search.php?q=school&v=56">school</a> administration. 　　A comprehensive questionnaire on service quality was developed in order to survey students at junior high <a href="http://www.ntsearch.com/search.php?q=school&v=56">school</a> and variants created by different background. This thesis concludes that: 1. The attributes of junior high <a href="http://www.ntsearch.com/search.php?q=school&v=56">school</a> administration are tangibility, reliability, responsiveness, assurance, and empathy. 2. The assessment on the service quality of current junior high <a href="http://www.ntsearch.com/search.php?q=school&v=56">school</a> administration reveals that: 　The overall administrative service quality remains at “high intermediate” level. 　The service quality of specific attributes registers “high intermediate,” with “reliability” scores the highest, “empathy” the lowest. 　In relation to “tangibility,” “working environment” scores the top, while “access to drinking water” scores the lowest. 　In relation to “reliability,” “correct and informative bulletin” scores the highest; “accomplishment of promised work” scores the lowest. 　Regarding “responsiveness,” “administrative contingency” scores the highest; while “administrative response to recommended work” scores the lowest 　With regard to “assurance,” “staff performance” scores the top; “the service attitudes of staff” scores the lowest. 　In relation to “empathy,” “non-obstacle environment for the disabled” scores the highest, while “lunch satisfaction” scores the lowest. 　The overall administrative process is regarded as positive. School administration does not fully respect students and their needs. 3. There is discrepancy between students’ expectation and realization of administrative service quality. Finally, this thesis will propose several recommendations and strategies for <a href="http://www.ntsearch.com/search.php?q=school&v=56">school</a> administration in order to improve service quality.