公立國民小學家長對學校期望與滿意度之動態研究__臺灣人文及社會科學引文索引資料庫

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題名：	公立國民小學家長對學校期望與滿意度之動態研究
書刊名：	經營管理學刊
作者：	曾智豐
出版日期：	2009
卷期：	1
頁次：	頁105-132
主題關鍵詞：	期望；滿意度；動態；Expectance；Satisfaction；Dynamic
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(1) 博士論文(1) 專書(0) 專書論文(0) 排除自我引用:1 共同引用:0 點閱:26

本研究主要欲了解在不同時間影響下，家長對學校服務的期望與滿意度的影響關係，將學校服務分成核心服務及周邊服務等二個構面。在樣本選擇上以斗六國小家長為主，共計分發兩次問卷，時間相隔四個多月。經統計分析後，本研究主要發現為：1.家長對學校的期望與滿意度皆屬於中等以上程度，後期得分皆比前期高；2.前期周邊服務的期望對後期周邊服務及核心服務期望具有正向影響；3.前期核心服務滿意度對後期核心滿意度產生正向影響，前期周邊服務滿意度對後期周邊服務滿意度及核心服務滿意度具有正向影響；4.前期周邊服務期望對後期周邊服務滿意度及核心服務滿意度具有正向影響；5.前期周邊服務滿意度對後期周邊服務期望及核心服務期望有正向影響。本研究並根據研究結果，提出相關建議供學校參考。

以文找文

The purpose of this study is to investigate the connection between parental expectation and satisfaction at a public elementary school and occurs in multiple episodes over time. The examination of parental expectation and satisfaction consists of two kind of services. Specifically, a study utilizing a sample of parents at Douliou elementary school is conducted wherein parental expectation and satisfaction at a public elementary school are operational via a dynamic perspective. On analysis, the major conclusions of the study are as follows: 1) Both of the result of parental expectation and satisfaction belongs to upper level and the initial review is higher than the final review. 2) The initial supplementary service expectation has a significant positive correlation among the final expectation of supplementary service and core service. 3) The initial core service satisfaction has influence in the final core service satisfaction; the initial supplementary service satisfaction has a significant positive correlation among the final satisfaction with supplementary service and core service. 4) The initial supplementary service expectation has a significant positive correlation among the final satisfaction with supplementary service and core service. 5) The initial supplementary service satisfaction has a significant positive correlation among the final expectation of supplementary service and core service. Overall, the findings will provide related suggestions to the administration at school.

以文找文

期刊論文
1.	Cullingford, C.、Morrison, M.(1999)。Relationships between parents and schools: A case study。Educational Review，57(3)，253-262。
2.	Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Quality counts in service。Business Horizon，31，41-50。
3.	Dover, P. A.、Olson, J. C.(1979)。Disconfirmation of consumer expectations through product trial。Journal of Applied Psychology，64(2)，179-189。
4.	Bosetti, L.(2004)。Determinants of school choice: Understanding how parents choose elementary schools in Alberta。Journal of Education Policy，19(4)，387-405。
5.	Friedman, B. A.、Bobrowski, P. E.、Geraci, J.(2006)。Parents' school satisfaction: Ethnic similarities and differences。Journal of Educational Administration，44(5)，471-486。
6.	Räty, Hannu、Jaukka, Piia、Kasanen, Kati(2004)。Parents' satisfaction with their child's first year of school。Social Psychology of Education，7(4)，463-479。
7.	Friedman, B. A.、Bobrowski, P. E.、Markow, D.(2007)。Predictors of parents' satisfaction with their children's school。Journal of Educational Administration，45(3)，278-288。
8.	Mittal, Vikas、Kumar, Pankaj、Tsiros, Michael(1999)。Attribute-level performance, satisfaction, and behavioral intentions over time: a consumption-system approach。Journal of Marketing，63(2)，88-101。
9.	Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity。Advances in Consumer Research，20(1)，502-506。
10.	Oliver, Richard L.、Swan, John E.(1989)。Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research，16(3)，372-388。
11.	Bloemer, J. M. M.、Kasper, H. D. P.(19950700)。The complex relationship between consumer satisfaction and brand loyalty。Journal of Economic Psychology，16(2)，311-329。
12.	Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。
13.	Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。
14.	Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。
15.	Cock, D.、Halvari, H.(1999)。Relations among achievement motives, autonomy, performance in mathematics, and satisfaction。Psychological Reports，84(3)，983-1000。
16.	Hausman, C.、Goldring, E.(2000)。Parent involvement, influence, and satisfaction in Magnet School: Do reasons for choice matter?。The Urban Review，32(2)，105-121。
17.	Miller, J. A.(1977)。Studying satisfaction, modifying models, eliciting expectation, posing problem, and making meaningful measurements。Marketing Science Institute，72-91。

學位論文
1.	曹忠成(2007)。嘉義縣國民小學學校行銷策略運作與家長學校滿意度關係之研究(碩士論文)。國立嘉義大學。延伸查詢
2.	陳秀江(2004)。家長期望學校服務品質與滿意度之調查研究-以桃園縣國民小學為例(碩士論文)。元智大學，桃園縣。延伸查詢

圖書
1.	Lovelock, C.、Wirtz, J.(2006)。Service marketing: people,technology, strategy。New Jersey：Prentice Hall。
2.	Saginaw Public Schools(1995)。Parent satisfaction survey, 1995/96. Evaluation Report, Saginaw Public Schools。Mich, Dept, of Evaluation Services。
3.	Lovelock, Christopher H.(1996)。Service Marketing。Englewood Cliffs, NJ：Prentice-Hall。
4.	Assael, Henry(1995)。Consumer behavior and marketing action。South-Western College Publishing。
5.	Daft, R. L.(2004)。Organization Theory and Design。Cincinnati, OH：South-Western College Publishing。
6.	Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。

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