桃園市公立幼兒園教保服務品質滿意度及家長忠誠度之研究

本研究旨在瞭解桃園市公立幼兒園教保服務品質滿意度及家長忠誠度之間的關係，並探討不同背景之家長在服務品質滿意度及忠誠度的差異情形。　　本研究採用問卷調查法，以桃園市公立幼兒園家長為研究對象，編製幼兒園教保服務品質滿意度及家長忠誠度問卷作為調查工具。問卷內容分為三部分，第一部分為家長基本資料，第二部分為幼兒園教保服務品質滿意度量表，第三部分為家長忠誠度量表。問卷共發出200份，回收有效問卷186份，資料以描述性統計分析、單因子變異數分析及皮爾森積差相關分析進行統計運算。本研究結論如下：　1、桃園市公立幼兒園家長對幼兒園教保服務品質有高度滿意，各衡量構面中以關懷性的滿意度最高。 2、桃園市公立幼兒園家長對幼兒園有高度忠誠，各衡量構面中以再就讀意願最高。　3、桃園市公立幼兒園不同背景之家長，在整體教保服務品質滿意度上無顯著差異。　4、桃園市公立幼兒園不同背景之家長，在整體忠程度上無顯著差異。　5、桃園市公立幼兒園教保服務品質滿意度與家長忠誠度有顯著正相關。

關鍵字

幼兒園；教保服務品質；滿意度；忠誠度

並列摘要

The purpose of this study is to understand the relationship between childhood education and care service quality and parents’ satisfaction and loyalty of public preschools in Taoyuan City. Explore the differences in the satisfaction and loyalty of parents with different backgrounds. 　　In this study, a questionnaire survey method was used to study the parents of public preschools in Taoyuan City for the research object. The childhood education and care service quality satisfaction and parents’ loyalty questionnaire were prepared as a survey tool. The content of the questionnaire is divided into three parts, the first part is the basic information of parents, the second part is the childhood education and care service quality satisfaction scale, the third part is the parents’ loyalty scale. A total of 200 questionnaires were sent out and 186 valid questionnaires were collected. The data were analyzed by descriptive statistical analysis, one-way ANOVA and Pearson's correlation analysis. 　　The conclusions of this study are as follows: 　　1. The parents of the public preschools in Taoyuan City are highly satisfied with the 　　　childhood education and care service quality. The satisfaction degree of empathy is 　　　the highest among all the measurement structures. 　　2. The parents of the public preschools in Taoyuan City have a high degree of loyalty to 　　　preschools. The degree of the willingness to readmission is the highest among all the 　　　measurement structures. 　　3. There was no significant difference in the satisfaction of overall childhood education 　　　and care service quality between parents of different backgrounds in public preschools 　　　in Taoyuan City. 4. There was no significant difference in overall loyalty among parents with different 　backgrounds in Taoyuan public preschools. 5. There was a significant positive correlation between childhood education and care service quality satisfaction and parents’ loyalty in public preschools in Taoyuan City.