Li-Min Chuang1, Hsiu-Hao Liu2
1The Department of International Business, Chang Jung Christian University,
No. 1, Changda Rd., Gueiren District, Tainan City, 711301, Taiwan
2The Ph.D. Program in Business and Operations Management, College of Management,
Chang Jung Christian University, No. 1, Changda Rd., Gueiren District,
Tainan City, 711301, Taiwan
pp. 369–373
ABSTRACT
The counseling service system is a case management tool used by professional
guidance counselors and full-time teacher-counselor. However, even after
multiple maintenances, system satisfac-tion and willingness to use it cannot
be improved. This study used the modified Delphi method and analytic hierarchy
process to construct the service quality index of the counseling service
system by adding expert suggestions from different backgrounds. The study
found that the service quality indicators of the coun-seling service system
can be divided into five criteria and 21 sub-criteria to explore, among
which were "perfect confidenti-ality mechanism", "web
design & layout meet the needs of the work", and "func-tional
operation is simple and conven-ient" most valued by experts and
users. Based on the research results, this study puts forward substantive
implications for academics and management.
ARTICLE INFO
Article History
Received 25 November 2021
Accepted 24 October 2022
Keywords
Service quality
Counseling service system
Case management
Modified delphi method
Analytic hierarchy process
JRNAL9411
Download article (PDF)