台灣地區2000～2019年學校服務品質研究之回顧與展望

The Review and Prospect of the Study of School Service Quality in Taiwan from 2000 to 2019

本研究擬針對2000至2019年台灣地區學校服務品質研究之期刊、學報、學刊論文，透過內容分析法進行回顧與分析，以全面了解其研究現況與發展情形。本研究之結論與建議如下：（一）研究主題偏重學校服務品質與行政服務品質，宜加強各領域教學服務品質的研究。（二）研究對象偏重內部顧客，需加強多元利害關係群體的研究。（三）研究組織屬性私立學校稍多，可再強化公私立學校研究間之均衡發展。（四）研究組織對象以大專院校為主，須關注中小學和幼兒園階段的研究。（五）研究方法以問卷調查為主，研究典範以量化研究為主，需強化質性取向的研究。（六）研究目的取向偏重現況描述和關係探討，宜加強理論模式建構和驗證性的研究。

The study intends to review and analyze periodicals, journals, and academic papers on school service quality in Taiwan from 2000 to 2019 through a content analysis method to comprehensively understand the current status and development of the research. The conclusions and recommendations of the study are as follows: (1) The research theme focuses on school service quality and administrative service quality, and it is advisable to strengthen the study of teaching service quality in various fields. (2)The research object focuses on internal customers, and the research of multiple stakeholder groups needs to be strengthened. (3)The research organization attribute is a little more on private schools, and the balanced development between public and private school research can be further strengthened. (4)The research organization object is mainly about colleges and universities, and it is necessary to focus on primary, secondary school and kindergarten. (5)The research method is mainly based on questionnaire surveys, the research paradigm is mainly based on quantitative paradigm, and the research of qualitative orientation needs to be strengthened. (6)The research purpose is mainly to understand the current situation and relationships, and it is advisable to strengthen the establishment of theoretical models and confirmatory research.