家長對兒童課後照顧服務品質與滿意度之研究－以台北市公立國小低年級為例

The Study of Parent's Satisfaction to Children After-school Care Service Quality: As Examples of the Basic Class of Public Elementary School in Taipei City

10.29985/HKJA.200906.0003

柯澍馨(Shu-Hsin Ko)；林佑璐(You-Lu Lin)；孫若馨(Juo-Hisang Sun)

課後照顧 ； 服務品質 ； 服務滿意度 ； After-school child care ； Service quality ； Service satisfaction

華岡農科學報

23期（2009 / 06 / 01）

21 - 33

繁體中文

本研究旨在瞭解家長對兒童課後照顧服務品質與滿意度之現況及其相關性。研究採「調查法」，以「立意取樣」的方式選取台北市12所公立國小低年級，參加學校課後照顧的兒童之家長為研究樣本，共發放585份問卷，回收489份，實得有效樣本471份，有效率96%。研究工具包括兩部份：「個人背景資料調查表」及「服務品質量表與滿意度量表」。所得資料經電腦統計套裝軟體SPSS 12.0 for Windows進行資料統計及分析，所使用之統計分析方法為：次數分配、百分比、平均數、標準差、單因子變異數分析、薛費事後比較分析及皮爾森積差相關等方法。主要研究結果如下：1.家長對兒童課後照顧「服務品質」看法傾向於「很重要」之認知。2.家長對兒童課後照顧「服務滿意度」看法傾向於「很滿意」之認知。3.家長對兒童課後照顧「服務品質」會因為「身份」、「教育程度」、「年齡」、「家庭型態」之不同而有顯著差異存在。4.家長對兒童課後照顧「服務滿意度」會因為「年齡」、「教育程度」、「家庭月總收入」之不同而有顯著差異存在。5.家長對兒童課後照顧之「服務品質」與「服務滿意度」呈顯著中程度之正相關。根據上述研究結果，建議家長宜多積極參加學校親職活動，以瞭解孩子在學校學習狀況。學校方面，宜多注意：午餐或點心的清潔衛生問題、營養均衡問題、放學時間的配合、加強功課指導、老師與家長的溝通聯繫加強…等；教育單位方面，期望能採用評鑑制度，獎勵、績優的考核方式，以利兒童課後照顧服務品質與滿意度的提升。

This purposes of the study was to evaluate parents' feedback on service quality and level of satisfaction of the after-school child care centers; analyze the differences and correlations of the feedbacks from parents with different backgrounds. The study referred to related scientific literatures and was conducted via survey method. Scope of the study was restrained within the 12 administrative districts in Taipei City. Parents of the first and second graders from twelve public elementary schools were selected as targets of this study. Total of 585 questionnaires was distributed while 489 of them were returned. With 18 invalid questionnaires left out, 471 valid questionnaires were collected to yield a 96% of valid retrieval rate. The questionnaire consisted of two sections: ”Personal Background Survey” and ”the Service Quality and Level of Satisfaction Scale”. The statistical analysis using in the study included descriptive statistical, one-way ANOVA, and Pearson's product-moment correlation. The major findings of the study are as follows: 1. Parents' viewpoint on the after-school child care service has tended to the recognition of ”very important”. 2. parents' viewpoint on the level of satisifcation with after-school child care service has tended to the recognition of ”very satisfied”. 3. There was a significant difference between ”service quality” and ”Identity”, ”Age”, ”Level of Education”, ”Family Status”. 4. There was a significant positive correlation between ”level of satisfaction” and ”Age”, ”Level of Education”, ”Monthly Household Income”. From the findings and conclusions of this study, the following recommendations are proposed: Parents should voluntarily and vigorously participate in schools' parental activities in order to better understand children's learning conditions at schools. Schools should improve quality of service and pay more respect to environmental hygiene, nutrition balance of lunch meals, flexibility of daily dismissal, enhanced schoolwork counseling, reinforced training in communication skill, etc. Education units are expected to adopt evaluation system to award and grade programs to efficiently enhance service quality and level of satisfaction of after-school child care.

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