運用平衡計分卡建構課後照顧機構服務品質指標：模糊德菲法分析

A Study of Constructing the Service Quality Indicators of After-school Child Care Centers Based on the Balanced Scorecard: The Application of Fuzzy Delphi Method

本研究旨在運用平衡計分卡建構課後照顧機構服務品質指標，採取專家意見諮詢與模糊德菲法建構課後照顧機構服務品質指標。為達成上述目的，統整國內外課後照顧服務品質相關文獻，並透過8位專家意見諮詢，採取專家修正意見調查量表與專家個別晤談，進行指標修訂。接著編製「課後照顧服務品質指標建構之模糊德菲法調查問卷」，選取30位課後照顧機構主任與教師，確立「課後照顧機構服務品質指標」，經由專家意見諮詢與模糊德菲法兩階段的指標建構歷程之修正與分析，本研究建構出「課後照顧機構服務品質指標」分為5個構面、11個向度及33個細項指標，研究結果發現課後照顧機構服務品質之創新與學習、顧客為其關鍵構面；依法行政、顧客滿意度與專業知能為其關鍵向度。研究者也據此提出相關討論與建議。

The study aimed to construct indicators for the after-school child care centers based on Balanced Scorecard. A review of literature on the after-school child care and Balanced Scorecard was conducted to form a list of preliminary indicators. The expert advice and fuzzy Delphi method were employed to collect both qualitative and quantitative data and identity important indicators. The fuzzy Delphi panel was composed of thirty experts including the directors and teachers of the after-school child care centers. Panel members rated the importance of indicators. The indicators that this study had developed include five dimensions, eleven phases and thirty-three details. The results were concluded as follows: The innovation and learning, and customer were two key dimensions. The law-based administration, customer satisfaction, professional knowledge and capacity were four key phases. Based on the results, the study also provided some discussions and suggestions.