彰化市不同類型幼兒園服務品質滿意度之調查研究

本研究旨在瞭解彰化市不同類型幼兒園服務品質滿意度，並進一步分析其差異情形。本研究使用調查研究法，以彰化市幼兒園家長共640位為研究對象，調查工具為研究者自編之「不同類型幼兒園家長服務品質滿意度問卷」，共計回收415份（65％）有效問卷進行分析，問卷資料輸入後以描述性統計、獨立樣本t檢定、單因子變異數進行分析，研究結果發現：壹、彰化市幼兒園服務品質滿意度整體現況為滿意，平均得分為4.554。「保育品質」之滿意度最高，其次依序為「行政品質」、「教學品質」。貳、彰化市幼兒園各項服務品質滿意度部分達顯著差異。一、不同職業之公立幼兒園家長「行政品質」層面滿意度達顯著差異。工商服務業與醫護軍公教人員之滿意度高於未就業之家長。二、不同性別之非營利幼兒園家長「行政品質」與「教學品質」層面滿意度達顯著差異。女性家長對於行政品質、教學品質之滿意度優於男性家長。三、不同教育程度之私立幼兒園家長在幼兒園服務品質滿意度之「行政品質」層面、「教學品質」層面達顯著差異，其中以碩士以上學歷之私立幼兒園家長在「行政品質」、「教學品質」層面顯著高於為專科或大學學歷之家長。四、不同職業之私立幼兒園家長「保育品質」層面皆達顯著差異。工商服務業與醫護軍公教家長對於行政品質之滿意度高於未就業之家長。參、非營利幼兒園之家長對於「教學品質」之滿意度顯著高於私立幼兒園；公立幼兒園之家長對於「保育品質」之滿意度顯著高於私立幼兒園。最後依據研究結果提出若干建議，提供幼兒園經營者及未來研究者參考。

關鍵字

滿意度；服務品質；幼兒園

並列摘要

The study aims to understand the service satisfaction in different types of Preschools in Changhua City, and to further analyze the differences. This study uses the method of investigation and research, with a total of 640 parents of Preschools in Changhua City as the research object, the survey tool for the re-searchers self-compiled ‘different types of Preschools parents quality of service satisfaction questionnaire’, using stratified random sampling method to collect a total of 415 effective questionnaires（65%） for analysis, questionnaire data input to descriptive statistics, independent samples t-test, single-factor variation analysis, the results found: 1.The overall status of service quality satisfaction in preschools in Changhua City is satisfactory，with an average score of 4.55. Satisfaction with ‘childcare quality ‘ was the highest, followed by ‘ admin-istration quality ‘ and ‘teaching quality’. 2.The satisfaction of the quality of service in preschools in Changhua City was significantly different. A.The occupation of parents in public preschools varies significantly in the satisfaction of ‘administration quality’. The satisfaction of the industrial and commercial services and the medical and medical personnel was higher than that of the unemployed parents. B.The gender of parents in non-profit preschools is significantly different in the ‘administrative quality’ and ‘teaching quality’. Female parents are more satisfied with ‘administration quality’ and ‘teaching quality’ than male parents. C.The level of education of parents in private preschools varies significantly in the ‘administration quality’ and the ‘teaching quality’ Parents with a master's degree or above are more satisfied with administra-tion quality and teaching quality than parents of a specialty or university. D.The occupation of parents in private preschools varies significantly at the ‘childcare quality’. The satisfaction of teaching quality for the parents of the industrial and commercial service industry and the medical and medical service is higher than that of the parents who are not employed. 3.Parents of non-profit preschools are more satisfied with the ‘teaching quality’ than private preschools; parents of public preschools are more satisfied with the ‘childcare quality’ than private preschools. Based on the results and conclusions of this study, some suggestions are put forward to provide reference for preschool operators and future researchers.