Services Quality Analysis of the Alternative Human Resources Project - an Example of the Ministry of Education 2688 project

• Main Authors: Sheng-Lin Ho, 何昇霖
• Other Authors: Chien-Lung Chan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/02944063397258228127

碩士 === 元智大學 === 資訊管理學系 === 99 === To achieve the multiple objectives and teachers’ high quality, educational reformation policy was changed from planned to reserved training, which in return caused an oversupply of elementary teachers. To decrease the unemployment rate, the education authority expanded the scope of the Increased Specialty Teachers Project (no. 2688). There were 4.26% of the elementary school teachers in Taoyuan County approved substitutes to teach in classes in the academic year of 2010. However, this survey shows only 60% of teachers are certified. We need to be aware that the result of the project 2688 will directly affect the quality of our national education. Besides, due to the surplus of teachers and that 90% of funds from the education authority have been spent on personnel expenses, we expect the substitution of human resources to play an import role in the composition of future teachers. This study utilized the Alderfer’s ERG theory, the SERVQUAL instrument, and the PZB service quality gap model. By analyzing the survey results, we investigated the current service quality of recruiting within different elementary schools to determine the level of expectation and satisfaction of the teachers. The results from the empirical analysis show that the overall service quality meets the expectation and satisfaction of the teachers. Base on the ERG Needs analysis, teachers are in frustration-regression status. School administers do not recognize the relatedness and growth demands of the needs of teachers. This explains the paradox of a satisfying recruiting process ending with a shortage of certified teachers. Final conclusion and practical suggestion were raised as per this empirical analysis. As a result, we suggest to aim at the needs of the teachers and to examine the service quality of recruitment first. This will advance the constitution of the above project, meet the requirement of the certified teachers, and achieve the goal of reducing the potential quality gap of the civil education.