以Kano模式探討國民小學行政服務之品質管理

An application of the Kano model to managing the quality of the administrative service of the elementary school

林冰如(Ping-Ju Lin)

指導教授 ： 沈永正

元智大學/管理學院/管理研究所/碩士(2009年)

摘要

本論文研究之目的在了解國民小學的教師對行政服務品質的看法，並運用Kano二維模式的問卷方式進行調查，將所得的資料加以整理，並予以統計分析，研究的結果可以作為行政單位改進服務品質之參考。在文獻探討的部分，首先以國民小學行政服務意涵進行探究，再以服務品質之基本概念與相關研究，訪談專家和學者，使研究之結果更趨於完整並具有意義。 本研究所獲致之結論為 當品質要素具備時，教師對於行政服務的評價以「教學資源」的得分最高，第二是「環境設備」，「安全設備」是第三。以「滿意矩陣圖」之分析，同時亦是本研究最大的精神指標，因為行政服務品質同時具備較高「增加顧客滿意係數」與較高「減少顧客不滿意係數」者，會對提昇教師滿意度是最有效益的。運用積極周詳的行政管理策略，創建一個優質文化氛圍的學校，發揮組織和管理以領導效能的精神，經營豐富多元的教育為目標。

關鍵字

KANO模式 ； 學校行政 ； 服務品質

並列摘要

The purpose of this thesis research is to understand how the elementary teachers see the quality of administration's service on, and, through the use of dimensional model to investigate, by the form of questionnaires, and then through statistical analysis of the collected the information; with the hope that the results of the study can serve as the Chief unit of reference to improve the quality of service. In the literature of the primary schools, first we have tried to search the meaning of carrying out the administrative services, and then we refer the basic quality of service concept and related research, to some with experts and scholars in our interviews so that the results of research become more complete and meaningful. The research has reached a conclusion as follows:

When the elements of a quality are obtained and complete, according to the teacher’s evaluation about the administrative services, "teaching resource" scores the highest. “The environmental facilities" come next. "Safety equipment" is the third.

With the analysis of "satisfactory matrix", being the greatest spiritual index, of this study, in that when the quality of administrative services is equipped with higher “increased customer satisfaction factor” and higher “reduced customer dissatisfaction coefficient”, it would form a larger contribution to the satisfaction of teachers, being able to aiming at applying a positive and thoughtful strategy for administrative management, establishing a school with quality culture, making use of good organization and excellent management to create the leadership necessary to the success, and thus, running a multi-goaled education.

並列關鍵字

Kano model ； the school administration ； quality of service

參考文獻

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17.于長禧、張秀珍（2003）。學校行政服務品質之探討—以元智大學為例。育達研究叢刊，4，14

26. 林玫玫（2005）。服務品質與顧客滿意度關係之研究。經營管理論叢，特刊，287-294。

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