Applying Importance-Performance Aanlysis to Improve Service Quality of Executive Master of Business Administration of University

• Main Authors: Yao,Yi-Yun, 姚逸韻
• Other Authors: Tseng,Ching-Chih
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/91664839307862118734

碩士 === 大葉大學 === 管理學院碩士在職專班 === 104 === Because of the poor economy and the EMBA of universities’ which are set up widely recent years in Taiwan. For holding students, it must be the most important thing for the EMBA of universities to improve the quality of their education environments. Universities have to raise the identification and the satisfaction with school’s excellent service quality of students.We conducted an empirical study of the services with the students in the Executive Master of Business Administration(EMBA) of a private university as our subject. We investigated the differences between the expectation (importance) and the satisfaction; five aspects were extracted by factor analysis, which are tangibility, empathy, responsiveness, reliability, and assurance. IPA was adopted to find out the service items that have to be maintained, the items oversupplied, the items have to be improved with secondary priority and the items must be improved with top priority. According to the results, three major points listed as follows: The first, there are obvious differences between the expectation (importance) and satisfaction of students regarding the service quality. Secondly, the aspect that students consider the most important is the service quality of responsiveness; the most satisfied with is the service quality of assurance; and, the most dissatisfied with is the service quality of tangibility. At last, according to the IPA, there are nine service items need to be maintained; one item is oversupplied; nine items need to be improved with secondary priority and the items must be improved with top priority is two. The two items must be improved with top priority, one is doing the things that promised to students on time . the other is effective replies to students questions. Suggest the EMBA of the privite university should improve the two items that is above-mentioned with top priority.