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    题名: 從線上評論系統探討幼兒園服務品質管理與家長需求之研究
    A Study on Preschool Service Quality Management and Parents’ Demands Based on Online Review Systems
    作者: 黃婉兒
    Wong, Yuen-Yi
    贡献者: 顏敏仁
    Yan, Min-Ren
    黃婉兒
    Wong, Yuen-Yi
    关键词: 幼兒教育
    幼兒園
    教育品質
    服務品質
    家長需求
    線上評論系統
    Google地圖
    Early childhood education
    Kindergarten
    Educational quality
    Service quality
    Parents’ demands
    Online reviews systems
    Google Maps
    日期: 2024
    上传时间: 2024-09-04 15:25:13 (UTC+8)
    摘要: 追求優質的幼兒教育服務品質不僅要致力提升內部的教學品質，同時也需要重視外部持份者的關係管理，包括暸解家長對教保服務品質的需求，以促進家校關係的有效溝通。隨著少子化現象加劇幼教機構間的競爭，管理者透過有效的服務品質管理，能有助建立機構的競爭優勢，以及提升整體教學品質。線上評論系統已成為數位時代消費者參考和評價服務品質的主要依據和趨勢，也是對於獲取學校資訊有限的家長，用以暸解學校品質與口碑的重要管道。因此，本研究以PZB模式的服務品質構面和缺口模型為理論框架，透過分析Google Maps平台上家長對幼兒園服務的評論，深入暸解家長對幼兒園服務品質的實際需求。研究從正面和負面評論內容中歸納出27項服務品質的要素和85項衡量標準，發現家長對幼兒園服務品質的衡量標準主要以子女的學習體驗為依據，其中關懷性構面和教師素質的要素最受關注。研究結果亦指出家長需求與幼兒園服務之間存在不同類型和程度的缺口，此類缺口不僅可能導致家長產生負面的服務體驗，亦對其為子女選校的決策有所影響。由於現今幼兒教育品質管理較少納入家長觀點，本研究旨在提升幼兒教育業界對家長需求的暸解，並強化管理者對家校關係和服務品質管理的重視，從而推動全面化幼兒教育品質管理的概念之建構。
    High-quality early childhood education services must strive not only to enhance internal teaching quality but also to emphasize the management of relationships with external stakeholders. This includes understanding parents' needs regarding the quality of educational services to promote effective communication between home and school. With the intensification of competition among early childhood education institutions due to the declining birth rate, managers can establish a competitive advantage and improve overall teaching quality through effective service quality management. Online review systems have become a primary reference and trend for consumers in the digital age to evaluate service quality. They also serve as an important channel for parents, who have limited access to school information, to understand the quality and reputation of schools. Therefore, this study adopts the PZB model's service quality dimensions and gap model as the theoretical framework. By analyzing parents' reviews of kindergarten services on the Google Maps platform, the study aims to gain an in-depth understanding of parents' actual needs regarding the quality of kindergarten services. The study identifies 27 elements of service quality and 85 measurement criteria from the content of positive and negative reviews, finding that parents primarily assess kindergarten service quality based on their children's learning experiences, with the dimensions of care and teacher quality receiving the most attention. The results also indicate that there are various types and degrees of gaps between parents' needs and the services provided by kindergartens. Such gaps can lead to negative service experiences for parents and influence their decision-making in selecting schools for their children. As the management of early childhood education quality currently seldom incorporates parents' perspectives, this study aims to enhance the industry's understanding of parents' needs and strengthen managers' emphasis on home-school relationships and service quality management, thereby promoting the construction of a comprehensive early childhood education quality management concept.
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    描述: 碩士
    國立政治大學
    幼兒教育研究所
    111157018
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    数据类型: thesis
    显示于类别:[幼兒教育研究所] 學位論文

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