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題名 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
貢獻者 顏敏仁
Yan, Min-Ren
黃婉兒
Wong, Yuen-Yi
關鍵詞 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
上傳時間 4-Sep-2024 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
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0111157018
資料類型 thesis
dc.contributor.advisor 顏敏仁zh_TW
dc.contributor.advisor Yan, Min-Renen_US
dc.contributor.author (Authors) 黃婉兒zh_TW
dc.contributor.author (Authors) Wong, Yuen-Yien_US
dc.creator (作者) 黃婉兒zh_TW
dc.creator (作者) Wong, Yuen-Yien_US
dc.date (日期) 2024en_US
dc.date.accessioned 4-Sep-2024 15:25:13 (UTC+8)-
dc.date.available 4-Sep-2024 15:25:13 (UTC+8)-
dc.date.issued (上傳時間) 4-Sep-2024 15:25:13 (UTC+8)-
dc.identifier (Other Identifiers) G0111157018en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/153483-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 幼兒教育研究所zh_TW
dc.description (描述) 111157018zh_TW
dc.description.abstract (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。zh_TW
dc.description.abstract (摘要) 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.en_US
dc.description.tableofcontents 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 3 第三節 研究流程 4 第二章 文獻回顧 5 第一節 幼兒園服務品質 5 一、幼兒教育品質 5 二、服務品質的意涵 6 三、服務品質對幼兒園的重要性 8 第二節 服務品質衡量模式 9 一、SERVQUAL量表 10 二、缺口模型 11 三、以PZB模式衡量幼兒園服務品質 12 第三節 線上評論 16 一、線上評論的定義 16 二、線上評論與服務品質的相關研究 16 三、線上評論的影響力 17 第三章 研究設計 19 第一節 研究架構 19 第二節 研究對象 20 第三節 研究方法 21 一、資料蒐集 21 二、資料分析 22 第四章 結果與討論 28 第一節 樣本描述 28 第二節 服務品質構面之正負面衡量標準 28 一、有形性 29 二、可靠性 38 三、反應性 51 四、保證性 58 五、關懷性 71 六、五構面綜合分析 87 第三節 家長對公立與私立幼兒園服務品質的關注點比較 93 一、有形性 93 （一）詞頻比較 93 （二）評論項目數量比較 95 二、可靠性 96 （一）詞頻比較 96 （二）評論項目數量比較 98 三、反應性 100 （一）詞頻比較 100 （二）評論項目數量比較 102 四、保證性 103 （一）詞頻比較 103 （二）評論項目數量比較 104 五、關懷性 106 （一）詞頻比較 106 （二）評論項目數量比較 107 第四節 家長期望與幼兒教育服務管理缺口的因素分析 109 一、缺口一：家長期望與管理者對家長期望的認知之差距 110 二、缺口二：管理者對家長期望認知與服務品質規格的差距 111 三、缺口三：服務品質規格與服務傳遞過程的差距 113 四、缺口四：服務傳遞過程與對家長外部溝通之間的差距 114 五、缺口五：家長期望與感知服務品質之差距 115 第五章 結論與建議 120 第一節 結論 120 第二節 未來研究建議 123 參考文獻 125zh_TW
dc.format.extent 8425656 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0111157018en_US
dc.subject (關鍵詞) 幼兒教育zh_TW
dc.subject (關鍵詞) 幼兒園zh_TW
dc.subject (關鍵詞) 教育品質zh_TW
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 家長需求zh_TW
dc.subject (關鍵詞) 線上評論系統zh_TW
dc.subject (關鍵詞) Google地圖zh_TW
dc.subject (關鍵詞) Early childhood educationen_US
dc.subject (關鍵詞) Kindergartenen_US
dc.subject (關鍵詞) Educational qualityen_US
dc.subject (關鍵詞) Service qualityen_US
dc.subject (關鍵詞) Parents’ demandsen_US
dc.subject (關鍵詞) Online reviews systemsen_US
dc.subject (關鍵詞) Google Mapsen_US
dc.title (題名) 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zh_TW
dc.title (題名) A Study on Preschool Service Quality Management and Parents’ Demands Based on Online Review Systemsen_US
dc.type (資料類型) thesisen_US
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