The Important-Performance Analysis of Service Quality of Kun Shan University
| Autor: | Ming-Ren Zhan, 詹銘仁 |
|---|---|
| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 Since the number of colleges increase rapidly and the trend of fewer children, the colleges face the crisis of eliminated through competition. The ability of improving service quality and constructing good relationship with students is one of the most important factors for college to raise the power of competition. We apply the concept of P.Z.B. service quality and then use the Important-Performance Analysis to measure the service quality of college. The purpose is to realize the service perception of college students that college provides. This research is a case study with the Kun Shan University. According to the results of factor analysis, we extracted five factors (tangibles, empathy, assurance, responsiveness, reliability) and 30 attributes to measure the service quality and using some statistical methods to explore the satisfactions for the current situation. We conclude that: The satisfaction of the students expected and in reality is different. Students think the “tangible” and “responsiveness” aspects are important but with lower satisfactory. That is the priority project for college to improve the service quality of these aspects. Moreover, the attribute “1. The school provides a well accommodation space” is with lowest overall satisfaction. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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