家長期望學校服務品質與滿意度之調查研究-以桃園縣國民小學為例

The Study on the Parent’s Expectation of the Service Quality and Satisfaction of the School Take the elementary schools in Tao Yuan County as examples

陳秀江(Hsiu-Chiang Chen)

指導教授 ： 李伯謙

元智大學/管理學院/管理研究所/碩士(2004年)

摘要

本論文研究主要目的在瞭解桃園縣國民小學家長對學校服務品質的期望與滿意度之現況與內涵、家長背景變項對學校服務品質的期望與滿意度之差異性以及找出國民小學學校應改善服務品質的構面與因素。最後根據研究結果提出具體建議，做為教育行政機關、國民小學教育人員之參考。
本研究採用Parasuraman, Zeithaml ＆ Berry（1988）「SERVQUAL」量表之有形性、可靠性、確實性、反應性、關懷性五構面為架構，自編「家長期望學校服務品質與滿意度意見調查問卷」，針對桃園縣國民小學隨機抽取36所學校，1080位家長作調查，並以平均數、T－test、標準差、單因子變異數、Scheffe事後比較等統計方法對研究資料進行分析。
經歸納本研究分析之結果，獲致以下結論：
一、衡量國民小學服務品質重要構面為「環境與設備」、「行政與服務」、「溝通與關懷」、「教學與輔導」等四構面。二、國民小學家長對學校整體及各構面服務品質期望很高。三、國民小學女性家長對學校整體或各構面服務品質的期望高於男性家長。四、國民小學家長教育程度低者，對「教學與輔導」構面期望高於教育程度高者。五、對學校服務品質「整體」、「環境與設備」、「行政與服務」期望，會因不同親屬教養之家長而有所差異。六、國民小學家長對學校整體服務品質滿意度都持正向的感受。七、家長對學校服務品質滿意度不會因不同性別而有所差異。八、國民小學家長教育程度越低者，對學校「整體」與「環境與設備」構面服務品質越滿意；反之，越不滿意。九、對學校服務品質滿意度，不會因不同親屬教養之家長而有所有差異。十、學校應改善服務品質的重點是「環境與設備」構面，其次是「溝通與關懷」構面。

關鍵字

服務品質 ； 滿意度

並列摘要

This study focuses on the parent’s expectation of the service quality and satisfaction of the School in the elementary schools in Tao Yuan County. We want to know the variables which influence the levels of satisfaction of parents. We want to find out the factors and methods on how to improve the service quality of the elementary schools. Therefore, we can make concrete proposals according to this study and refer these to the administrators and educators in primary school systems.
This study adopts five perspectives of Parasuraman, Zeithamal & Berry ( 1988 ) “ SERVQUAL” quantity forms. These five perspectives are tangibles, reliability, assurance, responsiveness and empathy. The researcher makes a questionnaire on “the parent’s expectation of the service quality and satisfaction of the school”. We chose 36 elementary schools randomly from the elementary schools of Tao Yuan County and 1,080 parents as samples. We analyze the data by Mean Value, T-test, Standard Deviation, one way ANOVA and Scheffe’s Multiple comparison.
We conclude as follows after the data analysis：
1.The most important features to judge service quality are “environments and equipments”, “administration and service”, “communication and empathy ”, “teaching and counseling”.
2.Parents of elementary schools have high expectation on the whole of the school or each separate feature of service quality.
3.Female parents have higher expectation on the whole of the school or each separate feature of service quality than male parents.
4.Lower educated parents have higher expectation on “teaching & counseling” than higher educated parents.
5.The expectation on the whole of the school, “ environments and equipments ”, “ administration and service ” varies with raisers of different relatives.
6.Parents of elementary schools have positive feelings towards overall service quality.
7.There is no sex difference on the satisfaction of service quality of elementary schools.
8.The lower educated the parents are, the more satisfied with the whole of the school and “environments and equipments”.They are quite the opposite of the higher educated parents.
9.The satisfaction with the service quality of schools doesn’t vary with raisers of different relatives.
10.The first priority of the improvement of service quality for schools is “environments and equipments”.The second one is “ communication and empathy ”.

並列關鍵字

Service Quality ； Satisfaction

參考文獻

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