建構私立幼兒園服務品質指標之研究

Constructing Service Quality Indicators for Private Kindergartens

近年來，由於家庭結構改變、雙薪家庭增長、少子化趨勢與家長品質意識提升的情形下，各私立幼兒園惟有不斷提升服務品質，才能吸引家長願意讓孩子就讀。本研究運用修正式德菲法建構私立幼兒園服務品質指標要素，依收費額度區分為三種不同服務品質模式，並以模糊層級分析法進行各項服務品質要素權重分析，藉以分析其服務品質差異。研究結果顯示除各自幼兒園發展特色不同，隨著家長社經地位背景之不同，對幼兒園提供服務之期待及需求也有所不同；惟幼兒園業者受限於主管機關對於幼兒園所訂定之相關法令，其提供之服務內涵必須在符合法令規範下，進而符合家長需求提供教保服務。

In recent years, private kindergartens have relied on the continuous improvement of their service quality to attract prospective parents and students due to changes in family structure, the growth of dual income families, subreplacement fertility, and parents' increased awareness of service quality. This study determined factors of service quality indicators for private kindergartens using the modified Delphi method, and the sample schools were classified into three modes of service quality according to their tuition rates. Furthermore, to analyze the difference in service quality between the three types of private kindergartens, the fuzzy analytic hierarchy process was adopted to analyze the weights of each factor. The results revealed that in addition to the developmental characteristics of each kindergarten, parental expectations and demands of the services provided by the kindergartens varied according to the parents' socioeconomic background. However, because kindergarten operators are subject to regulations established by competent authorities, the content of education and care service they provide must comply with the laws and regulations before meeting parents' demands.