The Application of the Kano’s Model in Analyzing the Service Quality Requirement of Academic Administration of Elementary Schools in Taichung City

• Main Authors: Tsai, Yu-Jung, 蔡羽容
• Other Authors: Shr, Jin-Fang
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/95265985901889239298

碩士 === 中華大學 === 營建管理學系碩士班 === 100 === Although the teaching attitudes of homeroom teachers are close related to the study efficiencies of students, it was indicated in most of the researches that the working satisfaction of homeroom teachers is lower than that of administrative teachers. Once teachers are unsatisfied with the services provided by the administration offices, students’ rights of study can also be affected. Therefore, to elevate the working satisfaction of homeroom teachers is crucial. In Taiwan, the main administration offices in an elementary school are academic affair office, student affair office, general affair office, and guidance-counseling office. Among the administrative works of these offices, academic affair office is the most important one to all academic staffs since the services of an academic office are essential to all teachers every day. In this study, we took some elementary schools located in Taichung city as samples to analyze the quality properties of academic administration services from the perspective of homeroom teachers by using Kano’s model in combination with sample survey. Results indicate that among thirty two academic administration services, two of them are must-be qualities, four of them are one-dimensional qualities, twenty of them are indifference qualities, and the rest six services are attractive qualities. Further analyses suggest that services involved in “teaching and research” are all indifference qualities and services related to “curriculum affair” and “students’ recognized status and scholarship” are mostly unobvious in Matzler and Hinterhuber quality improvement index. Besides, the backgrounds of homerooms teachers, especially the age, affect the results of the quality properties sorting apparently. The quality properties analysis results and coefficients obtained in this study can be used as the guidelines for the academic affair offices to fit the requirements of homeroom teachers. Once homeroom teachers are satisfied with the services provided by the academic affair office, the teaching efficiency can be increased effectively.