Evaluating administrative service quality of elementary schools: A case study of remote rural area in Taiwan

The main purpose of this paper is to use the importance-performance analysis (IPA) approach to empirically evaluate the administrative service quality (ASQ) of elementary schools based upon the teachersʹ perspective at remote rural area in Taiwan. At first, the fifty preliminary ASQs of elementary schools are summarized to design a questionnaire. Then, the IPA approach in conjunction with this questionnaire survey is performed to assist with the main issue. Study results show that eleven ASQs are classified as concentrate hereʹ in quadrant 2; whereas the top five ASQs are highly suggested to be improved, including ʹthere are not plentiful and clean toilets;ʹ ʹthere are not plentiful books in a library;ʹ ʹthere are not complete sport and play facilities;ʹ ʹthere is no convenient and sanitation facilities of drinking water;ʹ and ʹthe lunch is not delicious and nutritious,ʹ respectively. Furthermore, the results show that the elementary schools should listen attentively to the voice of customer to focus on improving these ASQs of customer requirements. It is suggested that more attentions should be paid to exploit these customer requirements effectively and then develop the profiles of solutions, which should continuously strengthen the perspective of teachers.