以IPA分析探討幼兒園關鍵服務品質屬性-以高雄市A幼兒園為例

• Main Author: 簡秀芳
• Other Authors: 陳隆輝 博士
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/6qn2ht

碩士 === 國立高雄師範大學 === 事業經營系 === 102 === Abstract The preschool industry is facing various issues and challenges in the 21st century, especially the low fertility rate that impacts the most. As a result, many preschools cannot have a smooth process of adapting the proper management skills to deal with the issue. However, improving the great service is becoming valued by many more industries, in particular about the education activities. In order to raise the quality of preschools, satisfying the guardians/parents’ requirement has always been one of the top prerequisites which preschools should focus on. This research is evaluated by a case study of ‘A preschool’ in Kaohsiung city, which examines the guardians/parents’ identification and satisfaction to find out the crucial service quality attributes, on how to promote better service, and to reinforce the competitive strength. Based on questionnaire survey, it is revealed that the opinions toward ‘A preschool’ after 222 guardians/parents’ participated. Furthermore, by using the Importance-Performance Analysis (IPA) as analysing the service quality of ‘A preschool’ , ‘A preschool’ can find out quality attributes that are doing well and attributes that need to be improved, which require action immediately. The results are useful in identifying areas for strategic focus to help develop future quality improvement strategy of ‘A preschool.’ Yet the other educational institutions or preschool managers could use the examination as reference to accomplish the purpose desired. Key words: Preschool, Service quality, Satisfaction, Importance-Performance Analysis (IPA).