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  • 學位論文

幼托園所經營服務特色的四維分析

Four-Dimensional Analyses of the Kindergarten Operations and Services

指導教授 : 高立學 博士
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摘要


近年來由於少子化的趨勢影響,家長對幼兒教育普遍極為重視,需求也相對多元化,導致幼稚園經營在同業競爭下受到極大的衝擊,因此本研究整合IPA、Kano Model與DEMATEL做幼托園所經營特色的四維分析,亦即從家長、業者和幼教老師的觀點,先透過Kano Model與IPA分析,檢視幼托園所經營服務特色八大構面(如:形象、課程設計、師資、環境、設備、教學、親師互動、價格與福利因素)的關鍵屬性,找出影響顧客滿意度的原因,進而找出強化優勢服務品質,及擬定改善弱勢服務品質的方案,最後採用DEMATEL決策方法論,將服務品質的屬性作因果關係與相互影響程序分析,期許找出幼托園所經營特色的核心要項。研究方法採用問卷,發放給台中地區二所公立附幼園所及三所私立幼稚園,家長回收有效問卷491份,教保人員回收有效問卷39份。是以本研究結合IPA、Kano與DEMATEL 之四維統計交叉分析,得到以下結論,1.親師互動因素與環境因素,對公立園所而言乃是一元品質屬性,必須優先聚焦並加強改善,對私立園所而言,此二項因素大多屬魅力品質特性,因此必須繼續保持。2.師資因素對私立園所而言雖較弱勢,但卻可由改善親師互動因素與環境因素來做補強,以提升強化其競爭力。3.形象因素、課程設計因素、價格與福利因素具有低重要度和低滿意度,但在顧客導向下,仍須加強改善。4.親師互動因素是影響其他所有因素之根源,是最明顯,也是最重要的關鍵要素,所以是幼托園所業者最必須聚焦強化之服務品質。

並列摘要


Due from the influence of declining birthrate, parents pay more and more emphasis on the preschool education of their children and their needs has become multi-dimensional, causing the business of kindergarten more competitive. This research integrates IPA、Kano Mode and DEMATE to makes a 4-D analysis of kindergarten features. The current study examined the perceived qualities of eight features of kindergarten including image, course design, environment, equipment, teacher quality,teaching style,interaction between teachers and parents, price and welfare from the views of parents, employees and teachers of kindergarten, and also examined the satisfaction of customers. Then, the study could know how to improve the quality of service, and make related strategy. At last, the study adopted the decision methodology of DEMATEL analysis to analyze the causal relationships among the eight features, and then get the core feature of the kindergarten operations. A questionnaire was used, and distributed at two public and three private kindergartens in Taichung with 491 valid from parents and 39 valid from employees. The study achieved conclusions as followed: The two factors, interactions between teachers and parents and environment, were of one-dimensional quality for public kindergartens, and must be focused and improved in priority. For private kindergarten, those two factors are charming factor, and must be maintained and well kept. For private kindergarten, the factor of teacher quality is weak, but the weakness still could be made up by strengthening the features of environment and better interaction between teachers and parents. Factors of image, course design and welfare is both less important and satisfied, but should be improved in consideration of customer orientation. The interaction between teachers and parents is the key factor, and its quality should be more focused and improved than others.

參考文獻


康淑雲(2004)。台北市幼稚園家長教育選擇之調查研究。國立台北師範學院幼
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被引用紀錄


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鄧宗育(2013)。消費者選擇幼兒園關鍵因素〔碩士論文,國立中正大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0033-2110201613554964
李碧清(2015)。靈性成長與幼教事業經營-以一位園長為例〔碩士論文,朝陽科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0078-2502201617125800
翁暐翔(2016)。應用重要度-績效分析探討社區關懷據點服務品質〔碩士論文,長榮大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0015-2501201615592200

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