應用品質機能展開與灰關聯分析在教育服務品質之研究―以雲林縣某國小為例

Application of Quality Function Deployment and Grey Relational Analysis in Educational Service Quality-A Case of the Elementary School of Yunlin County

葉桂梅(Kuei-Mei Yeh)

指導教授 ： 鄭錳新

國立虎尾科技大學/管理學院/經營管理研究所在職專班/碩士(2011年)

摘要

本研究以雲林縣某國小為對象，探討學生及家長對於國民小學之教育服務品質的重要度與滿意度之現況及差異性並找出學校應改善教育服務品質的最優先項目。主要研究結果如下：(一) 學生與家長需求教育服務品質認為最重要的項目有三項分別為：「學校有明確的逃生指示及安全設備、措施」，「學校提供學生衛生、營養、美味的午餐」，「學校有衛生、充足的飲水設備」。(二)學生與家長需求教育服務品質認為最不滿意的項目有四項分別為：「學校廁所乾淨、整潔」，「學校有「無障礙環境設施」方便殘障者行動」，「校園中有完善的活動設施」，「學校活動的新聞，會很快在有線電視、報紙上看到」。(三) 從重要度－滿意度模式分析可知，學生與家長需求教育服務品質認為最應優先改善的項目有四項分別為：「學校有衛生、充足的飲水設備」，「學校廁所乾淨、整潔」，「學校擁有優良的校風和口碑」，「老師會運用各種教材、教法，讓學生更容易了解上課內容」。(四)從品質機能展開分析可知，學生與家長需求教育服務品質認為最應優先改善的項目有四項分別為：「學校有衛生、充足的飲水設備」，「學校廁所乾淨、整潔。」，「學生遇到困難時，老師會立即協助處理」，「學校能確實注意到學生的安全」。(五)使用灰關聯分析之品質機能展開與傳統的品質機能展開相互比較，學校技術需求教育服務品質項目的排序約有64%不相同。

關鍵字

教育服務品質 ； 重要度 ； 滿意度 ； 重要度－滿意度模式 ； 品質機能展開 ； 灰關聯分析

並列摘要

The purpose of this research is to analyze importance and satisfaction of education service quality for students and householders in the Elementary School of Yunlin County, and to find out the priority items that school should do improvement at once. The main results are as follows: First, the most important educational service quality for students and householders has three items: "School has a clear escape instructions and safe equipment", "School provides students with health, nutrition, delicious lunch", "School has health, adequate drinking water facilities". Second, the most dissatisfied educational service quality for students and householders has four items: "The school toilets are clean and tidy", "Schools’ barrier-free environment and facilities are convenient for physical challenges to use", "Campus sports facilities have improved", " The news about of school activity can be seen soon in the cable television and newspaper".Third, from the point of view of impotance –satisfaction model , the priority improvement in educational service quality for students and householders has four items : "School has health, adequate drinking water facilities", "The school toilets are clean and tidy", "School has excellent tradition and universally known", "Students easily understand the content of the textbook when teacher uses many materials and methods". Fourth, from the point of view of quality function deployment, the priority improvement in educational service quality for students and householders has four items : "School has health, adequate drinking water facilities", "The school toilets are clean and tidy", "Teacher quickly treats when student suffers from problems", "School certainly pays attention to the safety of students ". Finally, comparison between grey relational analysis of the Quality Function Deployment and traditional Quality Function Deployment, they are not same about 64% in the order of educational service quality for school’s technical demands.

並列關鍵字

educational service quality ； importance ； satisfaction ； importance- satisfaction model ； quality function deployment ； grey relational analysis

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