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题名: 社區家長對學校教育服務品質期望與滿意度相關之個案研究
其它题名: Parental Expectation and Satisfaction of Educational Service Quality in One Junior High School
作者: 王心怡
贡献者: 龔心怡
王心怡
关键词: 教育服務品質;家長期望;家長滿意度
educational service quality;parental expectation;satisfaction
日期: 2008
上传时间: 2010-12-03
描述: 碩士
教育研究所
摘要: 本研究主要目的在瞭解社區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學校應改善服務品質的構面與因素。本研究以自編之「社區家長對學校服務品質期望與滿意度意見調查問卷」,針對634位家長作調查,主要研究發現如下:(一)社區家長對學校整體及各構面教育服務品質期望高。(二)社區家長對學校教育服務品質滿意度持正向感受。(三)不同背景變項之學區家長在教育服務品質期望上大致一致。(四)不同背景變項之學區家長對教育服務品質的滿意度大致沒有顯著差異,除了「41~50歲」家長在「行政與服務」的滿意度較高;與教育程度較低的家長對「教學與輔導」的滿意度較高。(五)教育服務品質、家長滿意度、忠誠度間有顯著相關。(六)家長的「教育服務品質期望」與「教育服務品質滿意度」間確實存在顯著差距。(七)學校最應改進的重點為「環境與設備」,其次是「教學與輔導」面向。最後根據研究結果提出具體建議,做為教育行政機關、學校教育人員之參考。
The purpose of this study was to realize parents’ expectation and satisfaction of educational service quality in One Junior High School, to explore how parents’ backgrounds differentiate in expectation and satisfaction of educational service quality, and to identify factors school should do to improve its service quality. Using survey questionnaire, 634 parents were collected from Bei-shyh Junior High School. The results of this study include: first, parents had high expectation in every aspect of school and service quality. Second, parents’ satisfactions of educational service quality were positive. Third, there were no significant differences among various aspects of parents’ expectation of educational service quality. Fourth, in general, there were no significant differences among various aspects of parents’ satisfaction of educational service quality, except parents in their forties had higher satisfactions in “administration and service” and lower educated parents have higher satisfaction in “teaching and counseling.” Fifth, there were significant correlations among parents’ educational service quality, satisfaction and loyalty. Sixth, there were significant gaps between parents’ expectation and satisfaction of educational service quality. Final, school needs mostly to improve “environment and equipment” and “teaching and counseling.” Conclusions and suggestions were proposed based on the findings.

Keywords: educational service quality, parental expectation
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