臺中市國民小學學校服務品質之調查研究

A Survey of Service Quality of Elementary Schools in Taichung

許桂美(Kuei-Mei Hsu)

指導教授 ： 周素娥

國立臺中科技大學/管理學群/企業管理系事業經營碩士班/碩士(2011年)

摘要

摘要
本研究以P.Z.B.服務品質缺口模式和SERVQUAL量表來建構國民小學學校服務品質的內涵，並設計問卷進行實證調查，以瞭解臺中市國民小學家長對學校服務品質之看法並且探討減班和未減班學校服務品質的差異性
，以發展服務策略。本研究以臺中市26所國民小學家長為對象，發出800份問卷，有效回收712份。調查所得資料經過t檢定、單因子變異數分析及AMOS驗證性因素分析後，獲致以下結論：
一、臺中市國民小學家長對學校服務品質之認知有缺口存在，尤其在有形
性構面的認知缺口最大。學校在活動空間的大小、規劃、安全性、舒
適性及提供衛生可口的營養午餐，較無法符合家長的期望。
二、減班和未減班學校服務品質有顯著差異，但在保證性構面未達顯著差
異水準。
三、臺中市國民小學家長在學校服務品質之認知缺口因不同教育程度而有
所差異。
根據以上結果，本研究對教育主管機關、學校提出具體建議，供臺中市國民小學發展服務策略之參考。

關鍵字

學校服務品質 ； PZB缺口模式 ； SERVQUAL量表

並列摘要

ABSTRACT
This research applies P.Z.B. (Parasuraman, Zeithaml, and Berry) gaps model of service quality and a SERVQUAL scale to construct contents of service quality in elementary schools. It designs the questionnaire and makes a survey to understand the views of the parents about service quality at their children’s schools in Taichung.This study also develops the service strategy by discussing the differences of school service quality between the number of classes that was reduced and the number of classes that was not reduced. The questionnaires were administered to 800 samples from students’ parents at 26 elementary schools in Taichung. The study achieved a valid return amount of 712. The collected data was analyzed through t-test, one-way ANOVA and AMOS. The main findings are as follows:
1. Significant gaps exist in parents’ perceptions about school service quality in Taichung, especially in the aspect of tangibility. School service is unable to meet the expectations of parents in terms of school space, environmental design, school safety, school comfort and healthy lunch.
2. There are significant differences in service quality of schools, except in the aspect of “assurance”, between the number of classes that was reduced and the number of classes that was not reduced.
3. Differences in cognitive gaps about school service quality existed according to the parents’ education levels.
Based on the conclusions, this study has proposed some suggestions to the educational administration institutions and elementary schools. Such concrete proposals can also be valuable reference resources for elementary schools to develop the service strategy.

並列關鍵字

school service quality ； P.Z.B. gaps model of service quality

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