課後托育服務品質現況調查研究－以三之三安親課輔連鎖機構為例

A Study on the Service Quality of After-school Childcare Programs in the Case of the 3 & 3 International Institute

李宏才(Hone-Chai Lee) ； 許雅惠(Ya-Huei Hsu)

《長庚科技學刊》 12期 (2010/06) Pp. 83-100

https://doi.org/10.6192/CGUST.2010.6.12.9

摘要

本研究主要目的在了解家長對於課後托育機構服務品質的需求及實際感受，並分析不同家長背景對服務品質的需求與實際感受的差異情形。本研究以三之三安親／課輔連鎖機構之學童家長為研究對象，採立意抽樣，抽取36家分校，依據收托人數比例，隨機抽取1/5之家長填答，一共發送607份問卷，回收386份，回收率64%。問卷結果經由t考驗、單因子變異數分析、皮爾森積差相關等進行統計分析。研究獲致下到結論：一、家長對於課後托育服務品質的需求，重視程度介於「重視」與「非常重視」之間。二、家長對於課後托育整體服務品質實際感受，其滿意程度傾向「滿意」，惟相較於理想需求有明顯的落差。三、不同身分的家長對「課後托育中心服務品質的需求」在「經營管理」及「環境設施」的表現上，達顯著差異。四、學童送托到課後托育中心的原因不同，會影響家長對課後托育中心服務品質的實際感受。五、家長對於課後托育服務品質的需求與實際的感受，各層面間均有顯著正相關存在。六、家長對課後托育機構服務品質的需求與實際感受，有顯著的落差。針對上述結論，本研究分別對行政主管機關及課後托育機構提出可行建議。

關鍵字

課後托育 ； 滿意度 ； 服務品質

並列摘要

The main purpose of this research is to examine the quality of and parents' satisfaction over the after-school childcare institutions. This research also analyzes the difference of quality requirements and satisfactions among parents from different backgrounds. The study is conducted by surveying 36 branches of the 3 & 3 International Institute. The questionnaires are handed out randomly to 1/5 of the parents at each institute. The total number of distributed questionnaires is 607. The return rate is 64% (386 questionnaires). The statistic methods used in this study are T-test, One-way ANOVA, Pearson Product-moment, etc.
The results drawn from this study are: 1. The level of importance of after-school childcare quality recognized by parents is estimated from ”important” to ”very important”. 2. The actual satisfaction from parents on the general after-school childcare quality provided is perceived as ”satisfactory”. 3. Among parents from different background, there is no difference in the requirements of the after-school childcare quality except for the two subcategories: management and facilities. 4. The reasons parents send their children to the after-school childcare institutions are correlated to their real perceptions on the after-school childcare quality. 5. Positive correlation is found between the expectation and actual satisfaction rate from parents. 6. There is a gap between the expectation and actual satisfaction rate from parents.

並列關鍵字

After-School Childcare Programs ； service quality