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| 題 名 | 國民中學總務工作服務品質之研究=Research of the Service Quality Regarding the General Affairs in Junior High Schools |
|---|---|
| 作 者 | 劉文博; | 書刊名 | 新竹縣教育研究集刊 |
| 卷 期 | 9 2009.12[民98.12] |
| 頁 次 | 頁251-278 |
| 分類號 | 527 |
| 關鍵詞 | 總務工作服務品質; 決策測試與實驗評估法; 分析網路程序法; 理想解類似度偏好順序評估法; Ervice quality; DEMATEL; ANP; TOPSIS; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 根據國民教育法規定,國民中學行政組織分為教務處、訓導處、總務處與輔導處。 而總務處的工作主要是支援各項教學活動及協助各處室的業務,並提供全校師生有形或 無形的服務內容。就像其他服務業一樣,如何持續提供更好的服務品質是相當重要的。在這個研究中,將以文獻探討找出總務行政工作的構面,並以決策測試與實驗評估法 (Decision making trial and evaluation laboratory, DEMATEL)及分析網路程序法 (Analytic Network Process, ANP) 找出構面的影響程度及權重關係,並且透過理想解類似度偏好順序評估法 (Technique for Order Preference by Similarity to Ideal Solution, TOPSIS) 來分析個案學校的服務品質。最後,依據研究過程中所得到的因果圖,來提供表現較差學校一條明確改善的方向,以協助學校提升服務品質。 |
| 英文摘要 | According to Civil Education Law, the administrative organization of a junior high school divides into the office of student affairs, teaching and guiding, the general affairs, the student counseling, and etc. The work of general affairs office is mainly supporting each teaching activity and assisting other offices. It provides visible and invisible services to the school teachers and students. Like any service organization, it is very important to be able to evaluate and improve constantly the quality of service. This research discovers the general affairs work’s aspects by the literature, find out the influence level and weight between the aspects and indexes by DEMATEL (Decision Making Trial and Evaluation Laboratory) and ANP (Analytic Network Process). It also compares service quality among several schools by TOPSIS(Technique for Order Preference by Similarity to ideal Solution). Finally, it provides a clear direction of improvement to those inferior schools according to causal relation among aspects ofthe service quality that we have better understanding through the process. |
本系統中英文摘要資訊取自各篇刊載內容。