A Study of the Service Quality for the Office of General Affairs in The Senior Vocational High Schools

• Main Authors: Tsai-Chu Chang, 張彩珠
• Other Authors: 趙志揚
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/19661869644230139933

碩士 === 國立彰化師範大學 === 商業教育學系 === 93 === This study primarily focuses on the expectation and perception of the service quality and the differences between them which the staff of senior high school actually have .By under-standing the different backgrounds of the staff, the purpose of the test is to clarify whether the expectation and perception achieve the level of the service quality which the internal custom-ers think to be. In this way, it is hoped that the differences between expectation and percep-tion of these awareness can be reduced to minimum. Furthermore, both the satisfaction de-gree of the staff to the service quality and the Effectiveness of the Office of General affairs can be promoted at the same time. This study is based both on the Service Quality Model proposed by Parasuraman, Zeithaml and Berry （1988）and on the five perspectives of the SERVQUAL chart : tangibles, reliability, assurance, responsiveness and empathy. With the opinions provided by experts and after the correction of the result of exploring factor analysis, an appropriate chart is estab-lished to investigate into the service quality of the school general affairs administration in senior high school. The chart has been used to consult 1200 staffs from 40 elementary schools chosen randomly from senior vocational high schools in Taiwan and go analyzing the search data of descriptive statistical, t-test, one way ANOVA and scheffe’s Multiple compari-son. The results developed from the study are summarized as follow: 1.The important features of the service quality are “tangibles, reliability, assurance, respon-siveness and empathy”－five dimensions. 2.The expectation for the service quality from vocational high school staffs is so high, espe-cially in reliability and responsiveness. 3.Owing to different genders, education levels, official positions and the attributes of schools, significant differences of expectation for service quality do exist. Obviously, male have higher expectation than female. 4.The real feelings of senior high school staff to the service quality of general affairs admini-stration is positive, especially in reliability and assurance. 5.In he items of “gender,” “service age,” “education level,” and “school” there exists signifi-cant difference in tangibles 6.The “Five Dimensions” service quality of the Office of General Affairs of vocational high school does have “Gap” .