| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 103 === This study intends to use the Importance-performance and gap analysis (IPGA) to analyze the factors key to the improvement of the service quality provided by special education school buses and to propose strategies to improve that service. By referencing the SERVQUAL scale, the public buses service quality scales, and interviews with the school bus crew, school administrators, and parents, the study developed a questionnaire that encompassed the following 3 dimensions: “caring interaction”, “handy services” and “hardware”.
This study collected, compiled and analyzed the data collected from the questionnaires. We distributed 560 questionnaires, of which 452 were returned as valid for a valid response rate of 80.7%. An empirical analysis on the data reveals the following findings:
1. The parents interviewed showed that their level of the importance for the school bus services exceeded their satisfaction with those services, showing a negative gap between their expectations of the services and their perception of the services that they had received.Parent with higher educational attainment, household income have higher requirements, and operation disabled students higher demand barrier-free facilities for school buses.
2. Parents with more education and higher incomes have higher demands for the service quality of school buses. Pupils with physical difficulties have higher demands for barrier-free devices on school buses.
3. The IPGA analysis reveals a total of 13 items in need of improvement. The top 11 of these items fall under the “caring interaction” dimension, showing that the parents gave the highest importance to pupils’ safety, to the care and attention of bus drivers and crew to pupils, and to how crew handles emergencies. The “handy services” dimension has 2 items in need of improvement. The services under the hardware dimension were rated as low priorities.
Based on the findings of this research, the author will draft strategies for improvement to help improve the service quality for special education school buses.
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