A Study of Constructing the Service Quality Indicators of Infant Day Care Centers

• Main Authors: Pai-Shui Chang, 張百穗
• Other Authors: Hai-Ching Lin
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/06185464509018506103

碩士 === 中臺科技大學 === 文教事業經營研究所 === 100 === The purpose of the study was to explore the service quality of infant day care centers and the construction of indicators for their service quality. Literature review and the Delphi technique were used in the study. Literature on the service quality of infant day care centers was reviewed and the researcher tried to prepare a draft of “The Service Quality Indicators of Infant Day Care Centers.” The indicators were constructed through three-time revisions and checked by seventeen scholars and practitioners. After a series of consecutive questionnaire surveys, consensus of their viewpoints about the service quality of infant day care centers reached. The indicators are composed of seven dimensions including strategy and planning, leadership and administration, employees’ responsibilities, teaching and child care, health and safety, environment and facility, and relationships between infant day care centers and parents. The SERVQUAL model measures service quality around the five categories: tangibility, reliability, responsiveness, assurance, and empathy, classified into a total of 116 indicators. The conclusions of the study are listed below: The seven dimensions are classified into 116 indicators. There are 18 in the strategy and planning, 18 in the leadership and administration, 14 in the employees’ responsibilities, 17 in the teaching and child care, 19 in the health and safety, 15 in the environment and facility, and 15 in the relationships between infant day care centers and parents respectively. Based on the results, some suggestions were made for future studies including research subjects, research techniques, and research application.