臺北縣市教育行政機關服務品質之研究

Abstract

本研究旨在運用Parasuraman, Zeithaml與Berry所提出之服務品質缺口模式為理論架構，暸解學校教育人員對臺北縣市教育行政機關服務的期望、實際感受，以探討臺北縣市教育行政機關服務品質之情形，並根據研究結果，對教育行政機關與學校提供改進教育行政機關服務品質之建議。 為達成研究目的，本研究採用問卷調查法進行研究，蒐集相關文獻以建立本研究的理論架構，編製「臺北縣市教育行政機關服務品質之調查問卷」作為研究工具。本研究以臺北縣市學校教育人員為研究對象，針對全體臺北縣市立學校發出1,014份問卷，有效回收問卷560份。調查所蒐集之資料經SPSS for Windows 13.0統計套裝軟體進行分析，綜合文獻探討與調查研究發現，獲致以下結論： 一、學校教育人員對教育行政機關服務在整體與五構面上持高度正向之期望。 二、學校教育人員對教育行政機關服務在整體與五構面上具有正向之實際感受。 三、學校教育人員對教育行政機關服務品質為期望高於實際感受。 四、男性學校教育人員對教育行政機關服務的實際感受與服務品質的知覺一致性高於女性。 五、校長對教育行政機關服務的期望和實際感受與服務品質的知覺一致性高於主任。 六、臺北縣學校教育人員對教育行政機關服務的期望和實際感受與服務品質的知覺一致性高於臺北市學校教育人員。 七、服務五年以下的學校教育人員對教育行政機關服務的實際感受高於其他服務年資。 八、任職國小教育人員對教育行政機關服務的期望高於高中職與國中教育人員。 九、鄉鎮地區與偏遠地區學校教育人員對教育行政機關服務的期望與實際感受高於都市地區學校教育人員，且偏遠地區學校教育人員對教育行政機關服務品質的知覺一致性高於都市地區學校教育人員。 最後，根據本研究所獲得之結論，針對教育行政機關、學校及未來研究者提出相關建議，以供參考。The main purpose of this study is to identify the service quality of the Taipei city and county education administration authority through educators’ expectations and perceived value by applying the PZB model. Results deduced from this study may be a referent advice for the improvement of the service quality provided by the education administration authority. In addition to the theoretical data gathered from the past researches, surveys are used “The questionnaire for Service Quality in Taipei Educational Authorities” to collect data from Taipei city and county educators. From the 1,014 questionnaires sent, 560 samples are used for analysis. Results from the Analysis of Variance (one-way ANOVA) conducted by SPSS for Windows13.0 show that: 1. Educators have a positive and high expectation of the service quality provided by the education administration authority. 2. Educators have a positive perceived value towards the service quality provided by the education administration authority. 3. Educators’ expectation is higher than their perceived value towards the service quality provided by the education administration authority. 4. Male educators’ perceived value and perception consistency of the service quality is higher than the females’. 5. The principal’s expectation and perception consistency of the service quality provided by the education administration authority is higher than that of the director’s. 6. The Taipei county educators’ expectation and perception consistency of the service quality provided by the education administration authority are higher than that of the Taipei city educators’. 7. Educators having less than 5 years working experience have higher perceived value than others. 8. Educators serving in elementary schools have higher expectation on the service provided by the education administration authority than those in high schools. 9. Educators from small town and remote districts have higher expectation and perceived value on the service provided by the education administration authority than those in cities. Furthermore, educators from remote districts have higher perception consistency on the service quality provided by the education administration authority than those in cities. Finally, referent advices deduced from this study will be provided for the education administration authority, schools and future researchers’ reference.