A Study on the Service Quality and Customer Satisfaction of a Kindergarten

• Main Authors: Wun-Cong Chen, 陳文琮
• Other Authors: Chuar-Yuan Lin
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/88127448786923072667

碩士 === 大葉大學 === 工業工程與科技管理學系 === 99 === While Taiwan has been remaining in the tendency of persistent evolution of the average family composition and social ideology in pretty rapid pace, it thus has ensued ever increasing of traditional family style transforming to small family in term of scale and the prevalence of double-income families confronting the difficulty of child caring. Due to the necessity of kindergarten-assistance for child caring emerging, the education for pre-school children has thus become ever-increasingly important subsequently. This research has been created and conducted for intending to analyze and evaluate the average parental demands and expectation for child-caring by means of researching the current status and development trend of kindergarten education service providers. The research mechanism is constituted of adopting the 5 major aspects of SERVQUSAL developed by PZB (Parasuraman, Zeithaml, and Berry) as the research basis, and conducting case study on a kindergarten in conjunction with using questionnaire survey for exploring the commonly social pubic parental comments on child-education service quality and average customer (parental) satisfaction degree.