Exploration on Service Gap of Service Quality in Special Education Classes for an Elementary School, New Taipei City by Using IPGA Mode

• Main Authors: ZHOU, ZHENG-RU, 周鄭儒
• Other Authors: LIN,SHU-PING
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/98744814185887241014

碩士 === 中華大學 === 科技管理學系 === 104 === In recent years, school management focuses on both regular education and special one by the impact of low birthrate and under the world trend of respecting human rights and caring for the underprivileged. Special education gets more and more concern and attention with the change of social ideology. Therefore, this research expect to discuss, from the parental point of view, the gap of parental service demands and service rating, and then find out the main items and priority to be improved towards schools. To achieve the research purpose, through discussing the the characteristics of running schools of special education at school with special education teachers, the research summarizes the aspects that parents pay attention to towards the marketing strategy of the school service. The research tool is the self-designed questionnaire, the Research Questionnaire of Importance and Satisfication from Parents in Elementary Schools towards the Marketing Strategy of the Special Education Service at School. The research sends out questionnaires to parents of special education classes in case schools, and gets 101 valid copies back. The questionnaire data were statistical analyzed with IPGA model, and finds out that there are service quality gaps in nine service marketing strategies and 35 service marketing items. In the IPGA matrix, there are 18 items located in the "enhancing the improvement" quadrant, and all the service items of the facets "customer value" and "price" locate on this quadrant. There are fewest service items of the facet "promotion", and none of them locate in the "enhancing the improvement" items; the rest evenly distribute in other facets. Further analyzing the items which most need to be improved, the sequence of the top five is "creating a loving and friendly campus with zero refusal," next is "special education teachers can cooperate with transdisciplinary teams," followed by "special education teachers give correct conception of special education," "school management can take children's learning needs as the most important consideration," and iii "teachers in regular classes pay attention to children's integrated education, and care about the children's adaptation situation." It indicates that school management should enhance school administration, general education, on-campus and off-campus resources, and the integration and exchange of the service resources in special education classes, and then it can generally enhance the service gap of the special education. The research provides correlative improvement strategy, and expects that the overall service quality of special education in the case school can enhance its efficiency.