Improving Parent-teacher Communication through Service Design : Case: Hai Ba Trung Inter-level School in Vietnam
Nguyen, Hoang Van (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024053018769
https://urn.fi/URN:NBN:fi:amk-2024053018769
Tiivistelmä
This thesis was aimed to find solutions to improve parent-teacher communication methods through service design for a client company called Hai Ba Trung Inter-level School, an educational institution providing services from primary to upper secondary schools in Haiphong, Vietnam.
The main goal of this thesis is to identify the strengths and limitations that schools are currently facing in the communication process between parents and teachers. The author proposed solutions through service design to improve the service experience of stakeholders. This study utilized a mixed-methods research design, which involved qualitative and quantitative approaches. Data collection was conducted using multi-method qualitative research, focusing primarily on qualitative research, and using quantitative methods to support qualitative data. Customer interviews were conducted using structured interview techniques. Additionally, a digital survey was conducted for 50 participants, including teachers and parents of Hai Ba Trung school, and the data collection will be studied in this thesis.
Customer journey maps, blueprints, and solutions were tailored to align with the specific requirements of the school and were developed through extensive collaboration with the client company. It is expected that the client company can improve their current communication methods situation with the help of this thesis, which will create positively impacting the satisfaction of parents and teachers, ultimately increasing the competitiveness of the school.
The main goal of this thesis is to identify the strengths and limitations that schools are currently facing in the communication process between parents and teachers. The author proposed solutions through service design to improve the service experience of stakeholders. This study utilized a mixed-methods research design, which involved qualitative and quantitative approaches. Data collection was conducted using multi-method qualitative research, focusing primarily on qualitative research, and using quantitative methods to support qualitative data. Customer interviews were conducted using structured interview techniques. Additionally, a digital survey was conducted for 50 participants, including teachers and parents of Hai Ba Trung school, and the data collection will be studied in this thesis.
Customer journey maps, blueprints, and solutions were tailored to align with the specific requirements of the school and were developed through extensive collaboration with the client company. It is expected that the client company can improve their current communication methods situation with the help of this thesis, which will create positively impacting the satisfaction of parents and teachers, ultimately increasing the competitiveness of the school.