本研究目的在瞭解幼稚園教育的狀況,以作爲分析幼稚園服務品質認知之依據。然而,全國幼稚園分佈甚廣、數量甚多,因此本研究將焦點置於台北縣市,以發揮聚焦作用。並透過理論探究與文獻回顧,建構衡量幼稚園服務品質之影響因素,做爲本研究之基礎,進而探討公私立幼稚園家長對於服務品質期望與實際認知之狀況。最後,根據上述實證分析結果所獲得之結果,提供幼稚園產業經營者策略規劃方向與方法之建議。爲達上述目的,本研究使用之問卷調查工具係修改Parasuraman,Zeithamle和Berry等人所提出之測量服務品質多元向度量表,使之適合國內幼稚教育產業使用,進行資料蒐集。本研究共發出500份問卷,回收351份,扣除其中無效問卷26份後,共得有效問卷計325份;之後,利用SPSS軟體進行資料分析,除使用描述性統計外,亦利用獨立樣本t檢定及成對樣本t檢定統計方法,處理公私立幼稚園家長對服務品質的期望與實際認知狀況。研究結果發現:公立幼稚園家長在期望與實際感知服務狀況得分皆高於私立幼稚園家長得分,其中多數構面之差距已達到顯著性外,整體滿意度表現上,公立幼稚園家長得分亦高於私立幼稚園家長。
This study was designed to examine the situation and service quality of kindergartens. Based on the theoretical discuss and literature review, researchers of the present study constructed influence factors of service quality in the kindergarten and discussed gaps between expectations and perceptions of service quality. Finally, based the findings from questionnaire analysis, researchers developed some management approaches for kindergarten keepers. This study was accomplished with the process of literature analysis and questionnaires. The author modified A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality to collect data for this research. The survey was conducted with 500 copies issued and with 325 effective copies returned. Finally, the researcher used SPSS to analysis data. From the information of literature analysis and questionnaire, the conclusions are as following: parents in public kindergartens have better grades in the expectations and perceptions of service quality, and high customer satisfy.