| Summary: | 碩士 === 開南大學 === 資訊管理學系 === 97 === According to Civil Education Law, the administrative organization of a junior high school comprises the office of student affairs, teaching, guidance, general affairs, and student counseling,. The purpose of the general affairs office is to support teaching activity and assist the other offices. It provides tangible and intangible services to the administrators, teachers and students. Like any service organization, it is very important to be able to regularly evaluate and improve the quality of service. This research identifies through literature the general affairs office’s objectives, and determines the influence level and weight between objectives and criteria via DEMATEL (Decision Making Trial and Evaluation Laboratory) and ANP (Analytic Network Process). It also compares the service quality between several schools by TOPSIS (Technique for Order Preference by Similarity to Ideal Solution). Lastly, as a result of our improved understanding and analysis of the process, our research provides clear direction for improvement to schools rated inferior according to causal relation among aspects of the service quality.
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