A Study of Constructing the Service Quality Indicators of After-school Childcare Centers--The Application of the Balanced Scorecard

• Main Authors: Peng Shin Min, 彭欣敏
• Other Authors: Tzeng Hung Shiang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/76172752299584506103

碩士 === 明新科技大學 === 服務事業管理研究所 === 101 === The study aims to construct QoS indicators for after-school childcare centers by applying Balanced Scorecard (BSC) management and adopting expert advice and fuzzy Delphi technique. There are three purposes for the study: first, to explore the theoretical foundation of BSC application in the after-school childcare centers; second, to construct QoS indicators for after-school childcare centers with BSC; third, to refer some recommendations based on the research findings and results . To achieve the above objects, the study first integrates relevant literatures on the initial QoS indicators constructing for after-school childcare centers, followed by advices proposed from eight experts, including expert modification opinion survey scale and individual expert interviews to amend, and then followed by the preparation of "Fuzzy Delphi Questionnaire" on QoS indicators constructing for after-school childcare centers. Thirty directors and teachers from after-school childcare centers are selected to determine the QoS indicators for after-school childcare centers. The study completes the construction of indicators and gains the conclusions as follow experts’ modification opinions and fuzzy Delphi technique analysis: 1. The QoS indicators for after-school childcare centers arose from the study is divided into five levels, fifteen dimensions and fifty-five indicators in details. (1) From vision level: shaping the vision, identification with vision, the participation of vision, three dimensions, for a total of nine indicators in details. (2) From innovation and learning levels: parenting education innovation, teaching and administrative innovation, professional knowledge, three dimensions, for a total of ten indicators in details. (3) From the operational level within the organization: operating history, environment and equipment management, legal administration, three dimensions, for a total of fifteen indicators in details. (4) From customer level: a good interaction, administrative service quality, customer satisfaction, quality of childhood educators, four dimensions, a total of twelve indicators in details. (5) From financial level: personnel system and staff management, financial and general affairs management, two dimensions, a total of nine indicators in details. 2. According to the purposes and research findings, the researcher made recommendations for the improvement of QoS of after-school childcare centers, thus provides reference for agency directors and teachers, as well as following researchers who interested in further study. Keywords: Balanced Scorecard, after-school childcare, Quality of Service, construction of indicators, Fuzzy Delphi