Service quality in education of International Department of Hebi Senior School from students' perspective
Liu, Zehua (2012)
Liu, Zehua
Satakunnan ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012121719793
https://urn.fi/URN:NBN:fi:amk-2012121719793
Tiivistelmä
The purpose of the research was to analyze and improve the service quality in education in International Department of Hebi Senior School. The target organization can improve their image to existing and potential customers with this development work. The partial challenges of this study were: 1) to collect responds from three aspects: teachers, students and parents. 2) To clarify the principles of Total Quality School Model implement in the target organization.
The deductive approach was used in this research and the empirical data was gathered with a qualitative method. Both primary and secondary data was used in order to fulfill the purpose of the research. The empirical findings represent the primary data which was gathered through both personal interviews and questionnaires; meanwhile the secondary data was gathered from literature, Hebi Senior School’s website and some articles.
The topics discussed in the theoretical part of the thesis include the issues of service quality, measurements, and total quality management in education. This part of the thesis relies heavily on professional literature.
Finally, the thesis offered two recommendations which are new evaluation system for teachers and psychological lessons for parents and students. But considering Chinese education background and current situation, the new evaluation system offered by International Department were difficult to implement in the whole school. According to the development of the education in China, and the report which is named, the thesis believes that this new evaluation system can meet the future development of education.
The deductive approach was used in this research and the empirical data was gathered with a qualitative method. Both primary and secondary data was used in order to fulfill the purpose of the research. The empirical findings represent the primary data which was gathered through both personal interviews and questionnaires; meanwhile the secondary data was gathered from literature, Hebi Senior School’s website and some articles.
The topics discussed in the theoretical part of the thesis include the issues of service quality, measurements, and total quality management in education. This part of the thesis relies heavily on professional literature.
Finally, the thesis offered two recommendations which are new evaluation system for teachers and psychological lessons for parents and students. But considering Chinese education background and current situation, the new evaluation system offered by International Department were difficult to implement in the whole school. According to the development of the education in China, and the report which is named