The Analysis of Critical Success Factors for Service Quality：The Case of Elementary School A in Luzhou District of New Taipei City

• Main Authors: Ming-Te Shen, 沈明德
• Other Authors: Ya-Hui Hsieh
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/u7wdch

碩士 === 開南大學 === 商學院碩士在職專班 === 102 === In recent years, the birth rate continues to decline due to the social change. In response to the decreasing student population, the competition among education institutions has been increasing. Service quality has become one of the key considerations when parents choose schools. The primary focus of this study was to identify the critical success factors of service quality in elementary schools. This study utilized the P.Z.B. service quality theory to analyze the teachers and parents of elementary school A in Luzhou District of New Taipei City. In addition, considering the view of experts, Analytic Hierarchy Process (AHP) was used to find out the relative weights of each key factor in this survey. The findings of this study revealed that the six most important factors were “professional competence and dedicated service of educators”, “emotional stability and positive thinking of educators”, “the utilization of school resources and the promotion of effective teaching”, “educators’ counseling and discipline ability”, “capabilities of emergency management”, “campus safety and health”. Based on the findings, the suggestions are as follows: Conduct research and study to enhance teachers’ professional competencies of teaching and counseling; Guide the concept of customer service into school management; Enhance security and sanitation of campus environment; Make a resources map of school and community.