托嬰中心服務品質指標建構之研究

A Study of Constructing the Service Quality Indicators of Infant Day Care Centers

本硏究旨在建構一套「托嬰中心服務品質指標」，以提供托嬰中心經營者對其服務 品質做自我檢核之參考。爲達上述硏究目的，本硏究以文獻探討及德懷術爲主要硏究方 法，進行指標的建構。透過國內外文獻之探討，歸納托嬰中心服務品質之內涵，硏究者 據此硏擬出初步的「托嬰中心服務品質指標」，並針對17位實務專家，進行三回合的 德懷術問卷調查。透過整合專家小組專業知識與經驗，經分析、篩選、修正後達成一致 性之具體共識，建構出「托嬰中心服務品質指標」。指標包含托嬰中心服務品質在策略 與規劃、領導與行政管理、職工權責、教保與品質、健康與安全、環境與設施、園家關 係等七個層面及有形性、可靠性、反應性、保證性、關懷性等五個構面，並細分出116 個指標。硏究結論如下:策略與規劃層面共計建構出18個指標；領導與行政管理層面共計建 構出18個指標；職工權責層面共計建構出14個指標；教保與品質層面共計建構出17 個指標;健康與安全層面共計建構出19個指標；環境與設施層面共計建構出15個指標； 園家關係層面共計建構出15個指標。最後根據硏究結果，對後續硏究的建議，則依序 針對硏究對象、硏究方法，和硏究應用等三方面提出建議。

The purpose of the study was to explore the service quality of infant day care centers manager and the construction of indicators for their service quality. Literature review and the Delphi technique were used in the study. Literature on the service quality of infant day care centers was reviewed and the researcher tried to prepare a draft of “The Service Quality Indicators of Infant Day Care Centers.” The indicators were constructed through three-time revisions and checked by seventeen scholars and practitioners. After a series of consecutive questionnaire surveys， consensus of their viewpoints about the service quality of infant day care centers reached. The indicators are composed of seven dimensions including strategy and planning， leadership and administration， employees’ responsibilities， teaching and child care， health and safety， environment and facility， and relationships between infant day care centers and parents. The SERVQUAL model measures service quality around the five categories: tangibility， reliability， responsiveness， assurance， and empathy， classified into a total of 116 indicators.The conclusions of the study are listed below:The seven dimensions are classified into 116 indicators. There are 18 in the strategy and planning， 18 in the leadership and administration， 14 in the employees’ responsibilities， 17 in the teaching and child care， 19 in the health and safety， 15 in the environment and facility， and 15 in the relationships between infant day care centers and parents respectively. Based on the results， some suggestions were made for future studies including research subjects， research techniques， and research application.