A study on the service quality and customer satisfaction of a kindergarten : 以某幼稚園為例 陳文琮、林朝源
E-mail: 345460@mail.dyu.edu.tw
ABSTRACT
While Taiwan has been remaining in the tendency of persistent evolution of the average family composition and social ideology in pretty rapid pace, it thus has ensued ever increasing of traditional family style transforming to small family in term of scale and the prevalence of double-income families confronting the difficulty of child caring. Due to the necessity of kindergarten-assistance for child caring emerging, the education for pre-school children has thus become ever-increasingly important subsequently. This research has been created and conducted for intending to analyze and evaluate the average parental demands and expectation for child-caring by means of researching the current status and development trend of kindergarten education service providers. The research mechanism is constituted of adopting the 5 major aspects of SERVQUSAL developed by PZB (Parasuraman, Zeithaml, and Berry) as the research basis, and conducting case study on a kindergarten in conjunction with using questionnaire survey for exploring the commonly social pubic parental comments on child-education service quality and average customer (parental) satisfaction degree.
Keywords : Kindergarten、Service Quality、Customer Satisfaction Degree、Questionnaire Survey Table of Contents
封面內頁 簽名頁 授權書 中文摘要 iii Abstract iv 誌謝 v 目錄 vi 圖目錄 ix 表目錄 x 第一章 緒論 1 1.1 研究背景與動機 1 1.2 研究目的 3 1.3 研究範圍與對象 3 1.3 研究流程 3 第二章 文獻探討 5 2.1 服務品質基本概念 5 2.1.1服務之定義 5 2.1.2服務 之特性 8 2.1.3品質之定義 9 2.1.4服務品質之定義 10 2.1.5服務品質之構面 13 2.1.6服務品質衡量構面 16 2.1.7服務品質量表 19 2.2 顧客滿意 21 2.2.1顧客滿意之定義 21 2.2.2服務品質衡量構面 23 2.2.3顧客滿意衡量指標 25 2.3 服務品質與顧客滿意之 相關探討 27 2.4幼托發展現況 28 2.4.1幼稚園之概況 31 第三章 研究方法 34 3.1 研究架構 34 3.2 研究假設 35 3.3 研究對象 36 3.4 操作性變數定 36 3.5 問卷設計 37 3.6 資料分析分法 40 第四章 研究結果與分析 41 4.1 樣本統計分析 41 4.2 敘述性統 計分析 44 4.3 信度分析 48 4.4 變異數分析 49 4.5 相關分析 56 第五章 結論與建議 58 5.1 研究結論 59 5.2 研究貢獻 62 5.3 研究建議 62 參考文獻 64 附錄一 問卷調查 72
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