臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：應用「重要－表現程度分析法」探討幼稚園服務品質之研究
書刊名：教育政策論壇
作者：陳玉娟 引用關係
作者(外文)：Chen, Yu-juan
出版日期：2009
卷期：12:4
頁次：頁153-177
主題關鍵詞：幼稚園；服務品質；重要－表現程度分析法；Importance-performance analysis；Kindergarten；Service quality
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(7) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:6
  • 共同引用共同引用:95
  • 點閱點閱:166
摘 要 本研究之目的在瞭解幼稚園消費者背景變項及服務品質分類模式及關係，並探 究服務品質重要程度與表現程度兩者的關係，進一步利用「重要—表現程度分析 法」探討幼稚園服務品質屬性滿意狀況，期望能藉由文獻探討及實證研究結果，為 幼稚園經營與行銷提供建議。為達成上述目的，本研究利用問卷調查工作進行資料 蒐集，共發出500份問卷，得有效問卷327份後，利用SPSS進行編碼及統計分析工 作。最後，進行重要—表現程度分析發現，24個變項中有10個落在第一象限「繼續 保持區」，有三個落在第二象限「優先改善區」，另外有10個變項落在第三象限「次 要改善區」，有一個變項落在第四象限「過度重視區」。未來園所應加強與母親角色 的互動，以提升其對園所的忠誠度；加強各項設備齊全程度，以提高消費者的選擇 意向；加強員工危機處理的能力，以增加消費者對該園所的信心；秉持消費者至 上，堅持提供最優質的服務；瞭解消費者意願，以滿足消費者真正需求。
Abstract The purpose of this study is to explore the concept of service quality matrix in the kindergarten industry. This purpose is accomplished by way of a literature review and a questionnaire survey. This study modified the SERVQUAL model and questionnaire to measure the service quality of the kindergarten industry and offered some suggestions. A critical literature review of first-hand and second-hand data provided fundamental and theoretical guidelines for this study. A questionnaire survey was used to investigate the current situation of and opinions about the kindergarten industry. The survey was conducted with 500 copies issued and with 327 effective copies returned. Finally, the author used SPSS to analyze data. Based on the literature review and the statistical results of the questionnaire, the following conclusions are drawn: Ten questions should be classified as “keep up the good work”; three questions should be classified as “concentrate here”; ten questions should be classified as “low priority”; one question should be classified as “possible overkill”. Suggestions made to the kindergarten industry include increasing interaction with parents, respecting customers, and so forth.
期刊論文
1.黃純德、陳芳儀(20040600)。旅館顧客滿意屬性矩陣之研究--比較日、美、中國大陸旅客之認知。觀光研究學報，10(2)，1-19。new window  延伸查詢new window
2.Chen, T. L.、Lee, Y. H.(2006)。Kano Two-dimensional Quality Model and Important-performance Analysis in the Student's Dormitory Service Quality Evaluation in Taiwan。Journal of American Academy of Business，9(2)，324-330。  new window
3.Wong, S. S. P.(2003)。A narrative inquiry into teaching of in-service kindergarten teachers: Implications for reconceptualizing early childhood teacher education in Hong Kong。Early Child Development and Care，173(1)，73-81。  new window
4.許明珠(20070200)。幼稚園行銷策略探討。教師天地，146，21-25。  延伸查詢new window
5.Brysland, A.、Curry, A.(2001)。Service Improvements in Public Services Using SERVQUAL。Managing Service Quality，11(6)，389-401。  new window
6.陳品華、陳俞君(20060600)。幼稚園教師數概念教學知識之研究。當代教育研究，14(2)，81-117。new window  延伸查詢new window
7.Huang, H. H.,、Chiu, C. K.(2006)。Exploring customer satisfaction, trust and destination loyalty in tourism。The Journal of American Academy of Business，10(1)，156-159。  new window
8.黃士怡、孫保瑞、黃如敏(20060100)。私立幼稚園的管理與永續經營。幼兒運動遊戲年刊，1，54-59。new window  延伸查詢new window
9.Chu, Raymond K. S.、Choi, Tat(2000)。An Importance-performance Analysis of Hotel Selection Factors in the Hong Kong Hotel Industry: A Comparison of Business and Leisure Travellers。Tourism Management，21(4)，363-377。  new window
10.Ford, John B.、Joseph, Mathew、Joseph, Beatriz(1997)。Importance-Performance Analysis as a Strategic Tool for Service Marketers: The Case of Service Quality Perceptions of Business Students in New Zealand and the USA。Journal of Services Marketing，13(2)，171-186。  new window
11.Weber, K.(2000)。Meeting Planners' Perceptions of Hotel-Chain Practices and Benefits: An Importance-Performance Analysis。Cornell Hotel and Restaurant Administration Quarterly，41(4)，32-39。  new window
12.Evans, M. R.、Chon, K.(1989)。Formulating and evaluating tourism policy using importance-performance analysis。Hospitality Education and Research Journal，13(3)，203-213。  new window
13.黃義良(20061200)。幼稚園服務行銷之個案研究。彰化師大教育學報，10，1-32。new window  延伸查詢new window
14.Hollenhorst, S.、Olson, D.、Fortney, R.(1992)。Use of Important-Performance Analysis to Evaluate State Park Cabins: The case of The West Virginia State Park System。Journal of Park and Recreation Administration，10(1)，1-11。  new window
15.Yeo, A. Y. C.、Candidate, D.(2003)。Examining a Singapore Bank's Competitive Superiority Using Importance-Performance Analysis。Journal of American Academy of Business，3(1/2)，155-161。  new window
16.Hawes, J. M.、Rao, C. P.(1985)。Using importance-performance analysis to develop health care marketing strategies。Journal of Health Care Marketing，5(4)，19-25。  new window
17.Martilla, John A.、James, John C.(1997)。Importance-Performance Analysis。Journal of Marketing，41(1)，77-79。  new window
18.Høst, Viggo、Knie‐Andersen, Michael(2004)。Modeling customer satisfaction in mortgage credit companies。International Journal of Bank Marketing，22(1)，26-42。  new window
19.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
20.劉慈惠(20060400)。學前幼兒被期待學些什麼？--以兩所幼稚園家長為例。師大學報. 教育類，51(1)，131-158。new window  延伸查詢new window
21.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
22.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
23.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
24.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
25.何欣姿(2007)。一位幼稚園初任教師實施統整課程之研究。研習資訊，24(5)，71-77。  延伸查詢new window
26.吳忠宏、林士彥、王嘉麟(2006)。森林遊樂區環境屬性與忠誠度之研究。運動休閒管理學報，3(1)，42-56。new window  延伸查詢new window
27.林朱彥、陳詩雯(2007)。幼兒音樂概念學習多感官教學取向之探究：以臺南縣市六間幼稚園所為例。兒童與教育研究，3，1-34。new window  延伸查詢new window
28.林顯輝(2004)。國立屏東師範學院服務品質參考規準。屏師院刊，50，1-6。  延伸查詢new window
29.黃儒傑(2007)。初任教師教學思考的負荷及其教學表現之研究：以幼稚園教師為例之初步調查。朝陽人文社會學刊，5(1)，51-87。new window  延伸查詢new window
30.Eastwood, D. B.、Brooker, J. R.、Smith, J. D.(2005)。Developing Marketing Strategies for Green Grocers: An Application of SERVQUAL。Agribusiness，21(1)，81-96。  new window
31.Lee, Y. H.、Chen, T. L.(2005)。Traveling Motivation and Satisfaction of Tourists: An Empirical Study of Taroko Nation Park in Taiwan。The Business Review，4(2)，175-181。  new window
32.Martin, D. W.(1995)。An Importance-performance Analysis of Service providers' Perception of Quality Service in the Hotel Industry。Journal of Hospitality & Leisure Marketing，3(1)，5-17。  new window
33.Nale, R. D.、Rauch, D. A.、Wathen, S. A.、Barr, P. B.(2000)。An Exploratory Look at the Use of Importance-performance Analysis as a Curricular Assessment Tool in a School of Business。Journal of Workplace Learning，12(4)，139-139。  new window
會議論文
1.Lazarus, J. M.(1974)。The Effects of a Kindergarten Mathematics Program Implemented through in-service Teacher Education。  new window
研究報告
1.Carloson, E.、Daley, T.、Shimshak, A.(2008)。Changes in the Characteristics, Service, and Performance of Preschoolers with Disabilities from 2003-04 to 2004-05。Washington, DC。  new window
2.Markowitz, J.、Carlson, E.、Frey, W.(2006)。Preschoolers with Disabilities: Characteristics, Services, and Results。Washington, DC。  new window
學位論文
1.林陽助(1996)。顧客滿意度決定模型與效果之研究--台灣自用小客車之實證(博士論文)。國立臺灣大學。new window  延伸查詢new window
2.Greiner, K. R.(2000)。A Study of Academic Service Quality and Instructional Quality in a Midwestern Higher Education Environment(碩士論文)。Drake University，Des Moines, IA。  new window
3.Ham, C. L.(2003)。Service Quality, Customer Satisfaction, and Customer Behavioral Intentions in Higher Education，Lakeland, FL。  new window
4.Schwantz, G. D.(1996)。Service Quality in Higher Education: Expectations and Perceptions of Traditional and Non-traditional Students，Lubbock。  new window
5.Vernois, D.、Cline, C.(2001)。Using an Importance-performance Analysis of Summer Students in the Evaluation of Student Health Services，Tennessee, Johnson City, TN。  new window
6.Wang, R.(2007)。Relationship, Loyalty, and Marketing: A Correlation Study of Taiwan Hotel Customers' Perspective，Stillwater。  new window
圖書
1.Salamon, Lester M.(1992)。America's Nonprofit Sector: A Primer。New York, NY：Maryland：The Johns Hopkins University, The Foundation Center。  new window
2.Christopher, M.、Payne, A.、Ballantyne, D.(1991)。Relationship Marketing Bringing Quality, Customer Service and Marketing Together。Oxford：London：Butterworth-Heinemann。  new window
3.楊錦洲(2002)。服務業品質管理。台北：中華民國品質管制學會。  延伸查詢new window
4.O'Sullivan, Ellen L.(1991)。Marketing for parks, recreation, and leisure。State College, PA：Venture Publishing, Inc.。  new window
5.Juran, J. M.、Gryan, F. M.、Brigham, R. S.(1974)。Quality control handbook。New York：McGraw-Hill Book CO.。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：348（臺灣：335，外國：13） ／ 本年度總使用人次：2178223 ／ 訪客人次（自102年09月）：67980933
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上