| 摘要: | 由於社會變遷，職業婦女日增，兒童課後照顧需求也日增，其服務品質與滿意度是家長所需求的。
本研究主要在調查研究家長對兒童課後照顧服務品質與滿意度之現況，及不同家長背景對課後照顧服務品質與滿意度之差異性與相關性。
本研究依據相關文獻和問卷調查方式進行，研究範圍主要以台北市12行政區經「立意取樣」選取12所公立國小低年級，參加學校課後照顧的兒童之家長為對象。本問卷共發出585份，回收問卷489份，剔除廢卷18份，有效問卷471份，有效問卷率96％。統計方法，採用SPSS中文10.0版進行電腦輸入，並用信效度分析、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、皮爾遜積差相關等方法，對研究資料進行分析。本研究結論如下所示：
一、家長背景因素
1.在「身份」方面，發現母親佔的人數，比率最多，其期望均高於父親或其他親屬。
2.在「年齡」方面，發現年齡在31-40歲的人數最多，而50歲以上所佔的人數最少。
3.在「教育程度」方面，發現高中職或專科畢業人數比大學畢業人數多。
4.在「職業」方面，發現從事「商」的人數最多。
5.在「家庭型態」方面，發現小家庭佔比率最高。
6.在「家庭月總收入」方面，發現家庭月總收入共六萬元以上佔比率最多。
二、家長對「服務品質」與「服務滿意度」之現況
1.在「服務品質」，整體總平均值為4.07，介於「很重要」與「非常重要」之間，顯示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.在「服務滿意度」，整體總平均值為3.70，介於「中立意見」與「很滿意」之間，顯示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。
三、不同家長背景對課後照顧「服務品質」與「服務滿意度」之差異
1.在「合理性─收費與地點」方面，發現教育程度較低的家長對收費的金額比較重視，而有顯著差異。
2.在「有形性─設備與衛生」方面，對學校設備、衛生安全問題，其重要性、滿意程度會因不同家長背景而有顯著差異。
3.在「勝任性─師資與輔導」方面，會因不同「教育程度」而有顯著差異。
4.在「反應性─行政與服務」方面，發現高中職或專科畢業的家長皆比大學畢業的家長更重視而有顯著差異存在。
5.在「溝通性－溝通與關懷」方面，會因不同「身份」而有無顯著差異。
四、兒童課後照顧「服務品質」與「服務滿意度」之相關性
發現服務品質其重要性與滿意程度均達顯著水準。表示服務品質其重要性與「服務滿意度」會互相影響。
根據本研究之發現與結論提出建議
1.家長方面，家長應積極參加學校的親職活動，以便瞭解孩子在學校學習狀況。
2.學校方面，應改善服務品質重點是多注意清潔衛生、午餐營養均衡、放學時間的配合、加強功課指導、溝通的加強等問題。
3.教育單位方面，期望能採用評鑑制度，奬勵、績優的考核方式，俾有助益於課後照顧服務品質與滿意度的提昇。
Demands for the after-school child care service significantly rise as percentage of working women continues to increase along with the society change. Parents highly demand quality service and sound satisfaction from the child care centers.
This study primarily focuses on evaluating parents’ feedback on service quality and level of satisfaction of the after-school child care centers. The study further analyzes the differences and correlations of the feedbacks from parents with different backgrounds.
The study referred to related scientific literatures and was conducted via the questionnaire investigation 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 SPSS Chinese 10.0 version statistics method was adopted to conduct computer input to analyze the reliability and validity, frequency distribution, percentage, mean, standard deviation, One-way ANOVA analysis, Seheffe’s Post-Hoc comparison and Pearson product-moment correlation. From the data analyzed, the study concludes:
A. Factor of Parents’ Backgrounds:
1. Identity: mothers happen to have great expectations out of the care centers than fathers or other relatives.
2. Age: most parents are between the age of 31 and 40. Parents over 50 are the minority from the questionnaires collected.
3. Level of Education: Most targets graduated from senior high school, vocational schools or colleges when fewer graduated from universities.
4. Occupation: most targets enroll in commercial industry.
5. Family Status: most targets come from nuclear family.
6. Monthly Household Income: most families have household income over $60,000 per month.
B. Status quo of Parents on ‘Service Quality’ and ‘Level of Satisfaction’
1. In terms of ‘Service Quality’, the overall average value is 4.07 and lies in between ‘very important’ and ‘highly important’ which indicated that parents’ viewpoint on the after-school child care service has tended to the recognition of ‘very important’.
2. In terms of ‘Level of Satisfaction’, the overall average value is 3.70 and lies in between ‘neutral attitude’ and ‘very satisfied’ which indicated that parents’ viewpoint on the level of satisifcation with after-school child care service has tended to the recognition of ‘very satisfied’.
C. Differences of Parents with Different Background’s Feedbacks on ‘Service Quality’ and ‘Level of Satisfaction’ from After-school Child Care Centers:
1. Reasonability – Charge & Location: parents with relatively lower level of education value program charge on a highly remarkable level.
2. Environment – Facility & Hygiene: level of attention and satisfaction on school facility, hygiene and safety varies dramatically along with parents’ backgrounds.
3. Eligibility – Instructors’ Qualification & Counseling: level of attention varies dramatically along with parents’ different levels of education.
4. Responsiveness – Administration & Service: Parents graduated from high school, professional institutions or colleges pay much greater respect on schools’ administration and services than parents graduated from universities.
5. Understandability – Communication and Attentiveness: there are some obvious differences found among the different groups of ‘status’ for parents.
D. Correlation Between ‘Quality of Service’ and ‘Level of Satisfaction’ on the After-school Child Care.
As the importance and level of satisfaction of service quality are significantly noted and valued, it is believed that the importance and level of satisfaction of service quality mutually influence one another.
From the findings and conclusions of this study, the following recommendations are proposed:
1. Parents should voluntarily and vigorously participate in schools’ parental activities in order to better understand children’s learning conditions at schools.
2. 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.
3. 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. |
