以灰關聯探討家長對幼稚園服務品質滿意度分析

To analyze the factors of Service Quality Satisfactions of preschool by parents with Grey Relation Method

張勤敏(Chang Chin-Min)

指導教授 ： 施能義

亞洲大學/資訊學院/資訊工程學系碩士班/碩士(2008年)

摘要

中文摘要
社會環境的改變、教育政策法令的不確定、少子化的社會現象使幼兒教育市場競爭激烈。公私立幼稚園雖然各有其生存優勢，但園所供過於求，家長選擇權增加，考量與要求條件相對提高，因此，公立附設幼稚園面臨生存競爭壓力。教育產業是一種無形的服務業，若要永續經營首重提高顧客滿意度與服務品質。
家長對幼稚園服務品質的滿意度是提高幼稚園服務品質的重要關鍵。本研究主旨在探討家長對公立附設幼稚園服務品質滿意度因子關聯分析，瞭解附幼的服務品質現況，以利掌握行政策略，增加幼稚園的競爭力，也能舒緩未來招生的壓力。
本研究以台中縣國小附設幼稚園家長為研究對象，實施家長對幼稚園服務品質滿意程度問卷調查，並應用灰色關聯理論分析影響家長滿意度因子的關聯度。研究發現，以整體而言可得優勢因素依次為師資專業師生互動良好、園所立案且行政措施符合家長需求、校園環境設施安全、教育理念重視幼兒品格、課程規劃適合幼兒、家園互動重視親職教育、園所著重雙向溝通提升服務、設備完善空間充足，營養健康衛生保健關聯度最小。進一步再以不同背景家長分析，研究發現，不同背景家長對其服務品質滿意因素重視程度有其差異性存在。研究結果顯示，以「師資專業師生互動良好」與家長滿意關聯度最大占多數，但其九項影響因素之排序因家長背景變項而有不同排序。因此，公立附設幼稚園藉由服務品質滿意度因子關聯分析，可以瞭解附幼的服務品質，作為改進方針，尤其提供不同家長期望之服務品質水準，有助於附幼的永續經營。

關鍵字

灰關聯分析、家長滿意度、公立附設幼稚園

並列摘要

Abstract
Changes in the social environment, uncertainty in educational policies, and the social phenomenon of having fewer children have resulted in intense competition in the infant education market. Public and private kindergartens have their respective advantages for survival, but there are too many kindergartens, parents have more options, and they have more considerations and demands. Therefore, public kindergartens face pressure in competition. The educational industry is an intangible service industry; sustainable management requires an enhancement in customer satisfaction and service quality.
The key to enhancement of kindergarten service quality is the parental satisfaction of kindergarten service quality. The purpose of this study is to evaluate the factor correlation analysis of parental satisfaction to the service quality of public kindergartens in order to understand the current state of service quality in public kindergartens. This allow a grasp of administrative strategies to enhance the competitiveness of kindergarten so they could have less pressure for attracting students in the future.
Research subjects for this study are the parents of kindergartens affliated with Taichung County public elementary schools, who are given a questionnaire on their satisfaction for kindergarten service quality, and uses gray correlation theory to analyze the correlation between factors that influence parental satisfaction. The study finds that overall, the sequence of advantageous factors is teachers are professional and there is good interaction between teacher and students, kindergarten is accredited and administrative measures conform to parental needs, campus environment has safe facilities, the educational vision emphasizes character of children, course planning is suitable for children, there is family-kindergarten interaction and emphasis on parental education, the kindergarten emphasizes communication to enhance service, good facilities with sufficient space, and nutrition and hygiene maintenance had the smallest correlation. Further, the parents of different backgrounds are analyzed. The study finds, there is a difference between parents with different backgrounds and their demands on service quality. The study shows that there is a greatest correlation between “teachers are professional and there is good interaction between teacher and students,” but the nine factors have different sequences based on the background variables of parents. Thus, through the satisfaction factor correlation analysis for public kindergarten service quality can be used to guide improvement programs. Providing the service quality levels expected by different parents would especially aid with sustainable management of the public kindergartens.

並列關鍵字

Grey relation analysis, parental satisfaction, public kindergarten

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