| Summary: | 碩士 === 長榮大學 === 經營管理研究所 === 91 === Abstract
The basic framework within this thesis was generally based on the important concept of P.Z.B. Model concerning about service quality control , by way of SERVQUAL measuring mode in order to construct the concepts of service quality within kindergartens, in the meanwhile, through empirical survey, it will be suitable to understand the parents of children in kindergarten havinf different opinions and comments on current conditions in service quality. P.Z.B. Model & SERVQUAL measuring mode were the main measuring methods to make better outcomes.
The research method under this thesis mainly included two modes：one was literature review, the other was questionnare. By way of Stratified Sampling Method which was based on the parents of children coming from both public and private kindergartens ，processing the data under empirical survey and accumulations from the kindergartens. I got the following four important conclusions after statistical analysis：
1. From statistical analysis, the service quality could get five important dimensions which will be described as the follows：
（1） Tangibility（2）Reliability（3）Reflectionality（4）Warranty
（5）Considerability
2. The parents of children from kindergartens had high proportion of expectations of service quality with kindergartens.
3. The parents of children from kindergartens had positive valuations of service quality with kindergartens.
4. The parents of children from kindergartens more or less existed cognitive gap of service quality with kindergartens.
According to the outcomes of empirical analysis , then including the conclusions mentioned above, I would like to provide the following five suggestions viewed as references to the managers or owners of the kindergartens.
1. Establishing the concepts of educational service which should be based upon the framework of educating customers.
2. In this thesis, using P.Z.B. Model & SERVQUAL measuring mode to measure the service quality of kindergartens , in the meanwhile,constructing the specificity of service quality.
3. Establishing the database of service quality and evaluating the service quality at constant period of time.
4. Resources should be allocated reasonably and efficiently, teaching equipments should be fulfilled completely simultaneously.
5. Through periodically advanced studycourse to promote the professional knowledge on both teaching mathod and providing assistence to the teachers.
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