A Study on Constructing the Service Quality Assessment Indicators of Pre-school

• Main Authors: Chung-wen Cheng, 鄭中文
• Other Authors: Tasn-deng Tzeng
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/70530208053512856370

碩士 === 中臺科技大學 === 文教事業經營研究所 === 98 === Nowadays the cost for holding a preschool is increased and the profit earned is decreased due to the following reasons: the trend of fewer children born in Taiwan, political ideologies, unbalanced human resources, government policies, and the competition among other preschools. In this unfriendly environment, preschool managers/owners have to understand the customers’ needs in order to enhance their service quality for satisfying their customers’ requests, which also can increase the customers’ loyalty to their institutions. In addition, they also need to implement brand marketing to attract customers and set an operation strategy which can not be duplicable. This can allow preschools to gain advantages among others in the rapid-changing and innovation-based industrial environment. This study aims to construct the assessment indexes for measuring the preschool service quality. First, we generated the service quality indexes after analyzing those examined in past studies. Secondly, in order to establish the internal validity of our indexes, we invited academic scholars from relevant fields to provide valuable comments and went through discussion in order to achieve consistent consensus. In brief, Delphi Method was used as our research methodology in this study. We constructed the preschool service quality assessment indexes via analyzing assessment indexes discussed in previous studies, selecting useful ones, and revising them based on scholars’ comments. The results of this study may provide preschools a reference for self-evaluation on service quality. The indexes were constructed through three-time revisions and checks by sixteen scholars and practicers. The results of our study are concluded as follows, 1. The assessment indexes for measuring preschool service quality involve four levels, sixteen items and ninety-five indexes. (1) The level of environment and facility: it involves four items and thirty-one indexes, including architecture layouts, equipment, campus safety, and heath care. (2) The level of teaching and child care: it involves four items and twenty-two indexes, including teaching plans, teaching methods and materials, classroom management, and evaluation records. (3) The level of employees’ responsibilities: it involves four items and nineteen indexes, including teachers, service attitudes, administrative support and employees’ welfare (4) The level of the relationships between preschools and parents: it involves four items and twenty-three indexes, including tuition payment methods, the interactions between preschools and parents, education resources and parent-teacher communication 2. According to our research purpose and results, we propose suggestions for government officers, preschool managers, and educators who attempt to promote the service quality. In addition, this study can be a reference for researchers who attempt to advance this study.