本研究旨在了解公立幼兒園家長對學校服務品質之評價因素，並探究家長與教保服務人員對學校服務品質之相對權重優先順序，藉此深入瞭解家長的期待與需求，建立以顧客為導向之服務概念。
本研究以PZB服務品質模式之五大構面為基礎，配合文獻探討及幼教產業服務的特性，建構出「公立幼兒園服務品質評價因素」之層級結構。運用層級程序分析法(Analytic Hierarchy Process，AHP)、德菲法等研究方法進行問卷調查，問卷發放以新北市公立幼兒園家長與教保服務人員為研究對象，進行資料評估分析，以提供幼兒園所提升服務品質之參考依據。
研究結果顯示，家長對於服務品質的構面中，以「關懷性」為主準則中所佔的權重比例最高，其次為「可靠性」，顯示家長對於公立幼兒園服務品質的期望與實際感知狀況，重視園所能否提供幼兒個別化的照顧與貼心服務，及能否提供及執行原先給家長的服務承諾。因此，幼兒園除了專業教保服務項目之外，若加強滿足家長在「關懷性」及「可靠性」之服務需求與期望，重視親師之間的溝通，有利於提升其家長滿意度，將是幼兒園所永續經營的關鍵因素。
Education service quality has been the primary agenda for most of education providers and participants around the world to discuss what could be the best solution to fulfill the needs and demand. Kindergarten pre-school education on the other hand shares the most essential elements to nurture the young learners from the very beginning of their learning path. This thesis has aimed to analyze how kindergarten education conduct their services under Taiwan’s existing public pre-school system.
At the same time, this thesis also defines the perspective of education prioritization in difference between the young learner’s parents and the pre-school education providers. Furthermore, to understand parent’s expectations in greater extend and how to induce the concept of client based service quality successfully into the education sector could also be viewed within this study.
This paper has developed 5 major phases based on PZB service quality model (PZB) to develop the fundamentals of this thesis. In order to cooperate with relevant papers that co-existed in the current academic field for pre-school education studies, which at the same time parallel to the unique characteristics of pre-school education sectors in operation to define the level of public kindergarten service quality evaluation factors.
Moreover, by applying Analytic Hierarchy Process (AHP) and Delphi methods to construct and develop a pre-school education service quality survey, this analysis has issued to the parents, the faculties and personnel from the kindergarten education service providers within New Taipei City as the primary assessment target to oversee and observe their concept of quality in education service within pre-school education system.
As the analytical elements perceived from the survey, the parent side of concept in education service quality has specifically focused on the caring factor hold a greater scale in consideration which as they believed that the major factor education service quality required to obtain.
The second major phase that the parents require pre-school education service quality to achieve is the aspect of reliability. In other words, the perception which kindergarten parent`s would require to perceived from the pre-school education service quality shares the demand that the pre-school education service providers is capable to provide customized caring when necessary and being reliable has been considered the most important aspect of all. The customer service satisfaction factors within pre-school education service could be the achievable factors when the caring and reliable factors matches parent’s expectations. According to this analysis they are the important elements for the pre-school education service providers to consider what they need to do to transform themselves to supply the adequate service that matches the demand from the consumer.
