| Summary: | 碩士 === 中華大學 === 經營管理研究所 === 97 === In recent years, to promote quality is the core of education innovation in our country. As all schools face the predicament of the trend towards fewer children, they must enhance the quality of administration service so as to satisfy the demands of inner customers and promote the education quality. Moreover, under the condition of limited resources, schools must concern about how to draw up the optimum distribution strategy of resources for more efficiently management. Therefore, the research combines the views of teachers and directors to understand the current quality of administration service which is provided by schools, and further to investigate the improvement factors priority for the service quality. Namely, it will assist the schools’ managers to set up the improvement strategies of quality of administration service.
The research objects are elementary schools’ teachers in Miaoli county, and the concept of P.Z.B. service quality and SERVQUAL are applied to design the questionnaire of quality of administration service. There are 366 valid samples in total. The IPGA and DEMATEL which are proposed by Tsai, Lin and Chan (2009) considering both the views of customers and managers are adopted to proceed with a two-phase method.
The results found that the teachers in Miaoli county have a on degree satisfaction to the quality of administration service, but the service quality still can’t reach the level which they expect. Among 29 factors of the quality of administration service, there are 11 factors which have lower improvement priority, and 18 factors are strengthened improvement. Among these strengthened improvement factors, “the whole rights priority” is the first, and the next factors respectively are “properly health care facilities”, “discipline asserted”, “deal with affairs according to laws” and “actively solve problems”.
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