The Construction of Service Quality Indicators for General Affairs Office in Elementary School

• Main Authors: Chih-hsin Tsai, 蔡旨欣
• Other Authors: Tzung-hsien Huang
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/26595522321858488169

碩士 === 國立臺南大學 === 教育經營與管理研究所 === 93 === The purpose of this research was to construct a set of “Service Quality Indicators for General Affairs Office in Elementary School.” It provided the general affairs office members with the service as the references of self-monitoring. In order to reach the goal, this research constructed the service quality indicators through Delphi technique and interview. In the literature review, the researcher firstly focused on understanding general affairs in elementary school. Then, the basic concepts and correlative researches of service quality were analyzed. Finally, the researcher explored the concepts and correlative researches of the service quality indicators for general affairs office in elementary school. In the implementation process of Delphi technique, the questionnaire was designed by the researcher. Three-round Delphi technique researches were implemented by 30 experts. According to the collection of data, the service quality indicators for general affairs office in elementary school were built. Then, the researcher interviewed with experts about their perspectives to promote expert-validity of the indicators and the integrity of the findings. The conclusions of this research were listed below: 1. The service quality of the general affairs office in the project for the disposition of documents and records had 24 indicators. 2. The service quality of the general affairs office in the project for the hardware and environmental facilities had 17 indicators. 3. The service quality of the general affairs office in the project for the financial affairs had 27 indicators. 4. The service quality of the general affairs office in the project for the campus security had 27 indicators. 5. The service quality of the general affairs office in the project for other activities had 23 indicators. The suggestions were divided into two parts – practical experience and further studies. First, the suggestions about practical experience were made for the education authorities, the schools, the general affairs offices and the general affairs members. Second, the suggestions about further studies were made for the research themes, the research subjects, and the research techniques.