| 摘要: | 本研究旨在建構兒童課後照顧服務中心服務品質指標，經由相關文獻分析作為理論基礎，並結合三位實務經營者半結構式訪談內容，以擬定歸納出本指標雛形。本研究採用傳統德菲法，敦請三位專家進行指標內容效度審查，以編製德菲調查問卷。接續，邀請十二位相關領域之德菲專家，分成實務經驗、教育行政、學者等三組，透過三回合的德菲問卷調查意見以取得共識。最後，以第三回合問卷調查結果進行克-瓦二氏單因子等級變異數分析，檢視本研究三組德菲專家意見之一致性差異分析，以建立兒童課後照顧服務中心服務品質指標。
據此，本研究之結論如下：
壹、兒童課後照顧服務中心服務品質指標包含五個層面、十個指標構面與五十一個指標細目。
貳、兒童課後照顧服務中心服務品質應包括有形性、可靠度、反應力、保證性、同理心五個指標層面。
參、兒童課後照顧服務中心服務品質指標的有形性層面包含環境安全、空間設備二個指標構面及其十一個指標細目。
肆、兒童課後照顧服務中心服務品質指標的可靠度層面包含生活輔導、學習成就二個指標構面及其九個指標細目。
伍、兒童課後照顧服務中心服務品質指標的反應力層面包含行政管理、服務成效二個指標構面及其十一個指標細目。
陸、兒童課後照顧服務中心服務品質指標的保證性層面包含專業資格、倫理規範二個指標構面及其十一個指標細目。
柒、兒童課後照顧服務中心服務品質指標的同理心層面包含關係互動、親職溝通二個指標構面及其九個指標細目。
捌、運用傳統德菲法方式建構兒童課後照顧服務中心服務品質指標有其優點與限制。
最後根據研究結果提出具體建議，作為兒童課後照顧服務中心之檢核工具與在職進修研習項目與後續相關學術研究之參考。
This study aimed to build service quality indicators of after-school childcare service center, based on analysis of the relevant literature as the theoretical basis and combined with semi-structured interviews of three practical operators to propose and summarize the prototype of these indicators. Based on the traditional Delphi method, the author invited three experts to review the validity of indicators content, in order to prepare Delphi questionnaire. Then, It was to invited twelve Delphi experts in relevant areas to divide into three groups: practice management, educational administration and academics, through three rounds of Delphi questionnaires to obtain a consensus opinion. Finally, the third round of survey results based on Kruskal-Wallis one-way analysis of variance by ranks to view difference analysis of the present three groups of Delphi experts’ opinions consistency, in order to build indicators of after-school childcare service center.
Accordingly, this study made conclusions as follows:
First, after-school child care service center service quality indicators five levels, ten facets and fifty-one particulars.
Second, service quality standard of after-school childcare service center should include tangibility, reliability, responsiveness, assurance and empathy five levels.
Third, after-school child care service center service quality indicators tangibility level contains environmental safety, space equipment two facets and eleven indicators breakdown.
Fourth, after-school child care service center service quality indicators reliability level contains life coaching, learning achievement two facets and nine indicators breakdown.
Fifth, after-school child care service center service quality indicators responsiveness level contains administration and service effectiveness two facets and eleven indicators breakdown.
Sixth, after-school child care service center service quality indicators assurance level contains professional qualifications, ethical norms two facets and eleven indicators breakdown.
Seventh, these service quality indicators empathy level contains interactive relationship, parental communication two facets and nine indicators breakdown of after-school child care service centers.
Eighth, there are advantages and limitations in the use of traditional Delphi method to build standards of after-school childcare service center.
Finally, this study would propose specific suggestions based on research results and take it as a tool for after-school childcare service center and refer for in-service research project and subsequent related academic research. |
