A Study on the 2D Quality Model for the Service Quality of Private Supplementary Schools-A Case Study

• Main Authors: Tsung-lung Wu, 吳宗隆
• Other Authors: Ming-Jong Lee
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/28689095611832628616

碩士 === 亞洲大學 === 經營管理研究所 === 94 === The purpose of this study is to generalize the attributes of the 2D quality model for the service quality of private supplement schools, and discuss the significance to and satisfaction of students regarding each attribute. The subjects of this study are 268 students of a private supplement school in Taichung County. The research methods included questionnaire survey, and the data were analyzed with descriptive statistics, Kano 2D quality model, t-test, One-way ANOVA, and Matzler satisfaction index model. The results showed that: 1) attributes of 2D quality model with one-dimensional quality include teaching materials, teaching approaches, and environment; those inclined to attractive quality include teachers’ characteristics, counseling; those inclined to must-be quality include safety, legitimacy, and service; 2) the attributes that are significant to students and are 2D quality attributes include must-be quality>one-dimensional quality>attractive quality; 3) gender of the students showed no significant effect on the rating of the significance of the service aspects; age showed significant effect on the counseling aspect whereby third year students and first year students of junior high school showed difference; 4) the satisfaction of students on the teaching techniques and teaching materials showed difference from the rating of significance. Suggestions are made based on Matzler satisfaction index to the private supplementary schools as reference to service improvement.