| 摘要: | 本研究主要目的在探討新北市中和區學齡兒童家長對課後照顧服務品質認知、學齡兒童家長滿意度及服務品質認知與滿意度的關係之影響。
本研究以問卷調查法，並採立意抽樣之方式進行，回收之有效問卷共計567份。為瞭解研究結果，研究中運用描數性統計、t 考驗、單因子變異數分析、皮爾遜積差相關及薛費法事後比較等統計方法進行分析。根據資料分析結果發現：
1.女性家長對課後照顧服務品質有形性認知、反應性、可靠性、保證性、同理性程度較高。
2.學齡兒童家長之年齡不會影響課後照顧服務品質認知。
3.教育程度愈高之家長，課後照顧服務品質認知愈高，大專大學以上畢業的家長對服務品質之保證性認知高。
4.學齡兒童家長職位愈高對服務品質之保證性認知程度愈高。
5.學齡兒童家長家庭平均月收入愈高對服務品質認知愈高。
6.男性家長對於服務品質之滿意度較高。
7.課後照顧服務品質認知愈高滿意度也愈高
最後本研究再根據研究結論，課後照顧服務機構業者、國小學童家長以及未來研究者提出建議，以作為改進之參考。
The main purpose of this study is to investigate the relationships between the school-age children’s parents’ Perceived Service Quality and Satisfaction toward the private cram school.
we use the questionnaires to investigate and use the purposive sampling, finally we get the 567 valid samples. To verify the hypothesis, we use the frequency distribution, percentage, T-test, single factor analysis of variance, Scheffe method after comparison and chi-square test for data processing. And according to the results, we have found that：
1. Female has higher Service Quality Perception toward the Tangible、Reliability、Responsiveness、Assurance and Empathy than male.
2. The age of child’s parents won’t affect the Service Quality Perception.
3. The higher the educational degree of child’s parents, the more Service Quality Perception they have. Especially the parents whose educational degree is above bachelor, has the highest Service Quality Perception toward assurance.
4. The higher job position of child’s parents, the more Service Quality Perception toward Assurance they have.
5. The higher average monthly income of child’s parents, the more service Quality Perception they have.
6. Male’s Satisfaction toward the Service Quality is higher than female.
7. There is positive correlationships between the Service Quality Perception and Satisfaction.
Finally, we have given some suggestions to the government, the practitioner, children’s parents and the future research according to our research.
Key words：School-age children、after school take care service、service quality |
