IInvestigation of the Service Quality Expectation from the Members of the Supplementary Education Association in the Southern Taiwan Area

• Main Authors: Chang Wen-Chiang, 張文強
• Other Authors: 楊國德
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/44419275786712763708

碩士 === 國立高雄師範大學 === 成人教育研究所 === 95 === Investigation of the Service Quality Expectation from the Members of the Supplementary Education Association in the Southern Taiwan Area This thesis is to investigate the service expectations of the members of the supplementary education associations in the southern Taiwan area (SEASTA) . Based on the results of this study, some conclusions and suggestions are proposed to be valuable references for the SEASTA to improve their service qualities. Questionnaires to some representatives of SEASTA are implemented in thesis. There are two tables to be filled in the questionnaires: “Personal Information “and “Expectation of Service Items and Qualities”. The total questionnaires of 538 are sent out and 374 responses are collected. The collecting rate is 70%. Statistic methods such as describing statistics, independent sampling t test, and single factor variance analysis are adopted for the data processing in this thesis. Based on the analysis results from the questionnaires, the following conclusions are obtained: 1. The members of SEASTA evaluate the service quality from different viewpoints: specificity, reliability, responsibility, competing, and encouraging. 2. It is revealed that higher service quality is expected from the members of SEASTA. 3. The expectations of the service quality by the center of SEASTA from differential age, sex, academic credentials, and affiliated fields are the same. Also, by the study of the thesis the following suggestions are proposed: Suggestions to supplementary education associations: 1. Make more efforts to improve the service quality and then enhance the social image of SEA. 2. Keep increasing the service quality of SEA to have the SEA keep growing for long run. 3. Enhance the functionality of SEA to improve its image among various associations. Suggestions to the members of SEA: 1. Keep continuously self training to strengthen their ability for their works. 2. More use the resources in SEA and improve interpersonal relationship. Suggestions to the government: The bureau/office of education in the government can help SEA to promote their social image and public trust. Finally, the followings are proposed for further studies: 1. More variables can be considered to obtain the results more reliable. 2. More aspects can be integrated to have the results deepen and widen. 3. The questionnaires can be extended to the non-members of SEA to obtain more knowledge of their opinions of the service quality of the Center. 4. The areas studied can be restricted locally to obtain more specific opinions. Keywords: supplementary education associations (SEA), expectation of service quality