高雄市幼稚園家長對親子運動會服務品質之分析hQ

An Analysis of Service Quality of Parent-Child Sports Meeting for Parents at Kindergartens in Kaohsiung citygh

蔡春福(ts'ai ch'un fu)

指導教授 ： 陳朝鍵

亞洲大學/管理學院/經營管理學系碩士班/碩士(2007年)

摘要

本研究旨在於瞭解參加親子運動會的家長之人口統計特徵，及探討家長對親子運動會服務品質之評價，並比較不同背景之家長對幼兒親子運動會服務品質之差異情形，進而瞭解家長對親子運動會服務品質滿意度之評價，並比較不同背景之家長對親子運動會服務品質滿意度之差異情形。參考所蒐集之文獻資料，以P.Z.B. （1988）所提出之服務品質模式作為本研究之架構，並以SERVQUAL量表之步驟編訂問卷，進而蒐集研究相關資料，以進行幼稚園親子運動會服務品質之研究分析。以自編的「親子運動會服務品質問卷」作為資料收集的工具。以採隨機取樣方式，進行問卷調查，發出問卷220份，回收有效問卷185份。根據所得
資料以基本統計、因素分析、獨立樣本t 檢定、單因子變異數分析等統計方法進行分析。分析過程中得到結論五點：
一、不同性別的家長在對於幼稚園親子運動會整體認知服務品質的看法中，男性家長對於幼稚園親子運動會整體認知服務品質，顯著優於女性家長。
二、不同年齡層的家長對於幼稚園親子運動會整體認知服務品質的看法中，年輕家長對於幼稚園親子運動會整體認知服務品質，顯著優於年長家長。
三、不同教育程度的家長在對於幼稚園親子運動會整體認知服務品質的看法上，各項相關變項均無達到顯著差異。
四、不同家庭月收入的家長在對於幼稚園親子運動會整體認知服務品質的看法上，相關變項幾乎沒有達到顯著差異。
五、不同職業的家長對於幼稚園親子運動會整體認知服務品質的看法有顯著的差異。

關鍵字

幼稚園 親子運動會 服務品質>

並列摘要

This research was mainly conducted to realize the characteristics of emographic statistics of the parents joining the parent-child sports meeting, and discussed how they evaluated the service quality of the parent-child sports meeting, then further compare the difference on evaluation between parents of varied backgrounds, to understand how they satisfied with the service quality of the parent-child sports
meeting. According to previous literatures, the research structure in this research was based on the service quality model set forth by P.Z.B (1988), and the steps in the SERVQUAL scale was used to establish the questionnaire, in order to gather statistics for this research of analyzing the service quality in the parent-child sports meeting.
The research tool used to gather statistics was the self-made “Service quality questionnaire for parent-child sports meeting” and conducted questionnaire survey by random sampling, the total portions of questionnaires delivered were 220, and valid
portions of 185 recycled. This research then conducted analysis by statistical methods such as descriptive statistics, factor analysis, independent t-test and one-way ANOVA. 5 conclusions were made during the processes:
1. The male parents held a more positive attitude toward the service quality
of parent-child sports meetings at kindergartens than female parents in overall cognition.
2. The young parents held a more positive attitude toward the service
quality of parent-child sports meetings at kindergartens than the elder parents in overall cognition.
3. For the parents with different education background, no relevant
III variables achieved significant differences.
4. For the parents with different levels of income, no relevant variables achieved significant differences.
5. For the parents with different occupations, they had significantly different viewpoints toward the overall cognition of service quality in parent-child sports meetings at kindergartens.msg

並列關鍵字

Kindergarten, Parent-child sports meeting, Service quality

參考文獻

王健次（1982）。幼兒體育遊戲 健行文化

翁崇雄（1998）。「期望服務與服務績效影響服務品質評量之研究」台大管理論叢，第九卷第一期，頁153-176。

楊孟娟（2004）。大台南都會區幼教服務業 服務品質滿意度研究 國立成功大學企業管理研究所未出版碩士論文。

A. Parasuraman, V. A. Zeithaml and L. L. Berry (1985), “Quality Counts in Service, too”, Business Horizons, 28, pp.44-53.27(1), 55-65.

Arnett, J. D. (1986), “Caregivers in Day Care Centers: Does Training Matter?,” Dissertation Abstracts International 48(6-A), p. 1391.