中等教育消費者選校考量與學校服務滿意之研究－以中壢市公私立國民中學為主

The secondary education consumer chooses research the school consideration and the school service satisfaction －Public and private sets up the public junior school by the Chungli city

張慧玲(Chang Hui-Ling)

指導教授 ： 黃俊堯

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

中等教育消費者選校考量與學校服務滿意之研究
－以中壢市公私立國民中學為主
學生：張慧玲 指導教授：黃俊堯
元 智 大 學 管 理 研 究 所
中 文 摘 要
本研究旨在探討中等教育的消費者－家長與學生，對學校服務品質滿意度暨選校考量的重要因素之實證研究。研究對象係以中壢市八所國民中學及一所私立中學的學生及家長為主。本研究採取文獻探討方式，找出適合國民中學的服務品質量表，並參考教育專家的建議，修編擬出國民中學的服務品質暨選校考量因素量表；擬定『中等教育消費者選校考量與服務滿意之研究－以中壢市公私立國民中學為主』之問卷。運用問卷調查法，收集研究之實際資料。透過因素分析、統計分析等方法，對問卷資料加以分析處理，獲得以下結論：
（一）.國民中學學校服務品質衡量構面，家長部分－「學校環境設備」、「學校行政效率」、「教師教學與輔導能力」「學校溝通與關懷」以及「積極服務」等五構面；學生部份則分為「學校環境設備」、「學校行政效率」、「教職員工服務態度」以及「學校溝通與關懷」等四構面。
（二）越區就讀的家長（學生）對學校服務的滿意度不全是比學區內家長（學生）高。
（三）各校家長（學生）對子女（自己）就讀學校服務較滿意項目；家長在「學校行政效率」方面有較好的滿意度，學生在「學校環境設備」方面有較好的滿意度。
（四）各校家長（學生）對子女（自己）就讀學校服務，在「學校溝通與服務」「積極服務」兩個項目則較低些，顯示學校教職員工的服務態度仍未達一般家長（學生）之要求。
（五）中壢市國中家長對子女就讀學校服務滿意度，大部分呈現普通程度的滿意，顯示學校的服務仍有努力空間。
（六）中壢市國中學生對其就讀學校服務滿意度，雖大部分呈現普通程度的滿意，但較家長滿意度稍高些。
（七）公私立學校家長（學生）對子女（自己）就讀學校服務滿意度是有差異。
（八）家長（學生）對選擇就讀學校較重視的因素除升學率外，學校設備、師資、學生素質等亦是重要考量因素。
就上述研究結果，對學校、教職員工提出下列建議：
（一）教師應加強教學專業以提昇教學品質，並尊重家長意見。
（二）學校行政人員與教師應主動接觸學生與家長，以溝通彼此對教育服務
品質的觀點。
（三）學校應不斷吸收新知，改善學校環境與設備；將環境設備之汰舊換新及維護列入學校中長期計畫中定時定量的逐期完成。
（四）學校應運用科技資源改善校行政效率，績效管理觀念，提升行政效率。
（五） 學校應讓學校教職員有服務的觀念，且認同學校教育如同是一種服務業。
關鍵字：學校服務品質、越區就讀

關鍵字

學校服務品質 ； 越區就讀 ； 學區

並列摘要

Abstract
The purpose of the study is to find out the factors that determine the decisions of the customers (students and their parents) before they choose their target junior high schools.
This study is through historical articles , to figure out a service quality scale model which can be applied to junior high schools. Adopting the suggestions of several educationists, this model is modified into a new measuring chart which includes service quality and desirable factors for choosing an ideal junior high school. I made a questionnaire entitled “The secondary education consumer chooses research the school consideration and the school service satisfaction.” Students and their parents from one private and eight public junior high schools in Chungli City were asked to fill it out. By using the ways of factor analysis and statistical analysis, I draw the following eight conclusions.
(1) Regarding the service dimensions of junior high schools：there are five dimensions to parents and four dimensions to students.
(2) The cross district study students and their parents’ satisfaction with some dimensions of the school’s service is not always greater than that of the school district study students and their parents.
(3) Of the factors under consideration, to the parents “the school’s executive efficiency” is a more satisfactory than their children； while the students are much more satisfied with “the school’s environment and facilities.”
(4) Both parents and student “school’s eagerness for communication and concern” and “school’s active service ” are less satisfactory dimensions. That means the work attitudes of the faculties and staffs are not as good as most parents and students expect.
(5) The parents of the junior high schools in Chungli have average degree of satisfaction with the service of their children’s schools. That shows there is still room for the schools to improve their service quality.
(6) The students of the junior high schools in Chungli have average degree of satisfaction with the service of their schools, but a little higher than their parents’.
(7) The parents of public schools and private ones have different degree of satisfaction with the schools where their children study, so do the students.
(8) In addition to the probability to enter junior high school, “school facilities”, “teachers’ abilities and students’ academic achievements” are important factors which influence the students and their parents’ decision to choose their schools. .
Based on the result of the study, suggestions to schools, faculties and staffs are as follows:
(1) Teachers should upgrade their teaching expertise to improve their teaching skills. They should listen to the parents’ opinions patiently.
(2) School administrators and teachers should keep in touch with the parents closely so that the students and their parents can understand more about the school’s service quality.
(3) Schools should keep up with the newest hi-tech know-how in order to make the schools’ environment and facilities better.
(4) Schools should make use of modern appliances and performance management to improve their executive efficiency.
(5) Faculties and staffs should regard schools as places offering service. School education should be regarded as a kind of service industry.

並列關鍵字

schools’ service quality ； cross district study ； school district

參考文獻

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