台灣由於少子女化趨勢日趨嚴重以及高度競爭的商業模式，托嬰中心的經營也愈來愈嚴峻。因此，托嬰中心業者如何提供符合家長滿意的服務品質，便成了經營管理上的重要課題。本研究旨在探討托嬰中心服務品質、顧客滿意對於家長參與行為的影響，期能藉此協助提供托嬰中心的營運與管理重點之參考。因此，本研究目的為：1、探討服務品質與家長參與行為之關係型式。2、以顧客滿意為中介變項，檢視服務品質與家長參與行為之關係。本研究以台灣大台北地區托嬰中心為研究對象，採便利抽樣方式共發放387份家長問卷，有效問卷364份以進行資料分析。分析結果發現：1、服務品質與家長參與行為呈現正向關係。2、顧客滿意對服務品質與家長參與行為具有中介效果。最後，本研究進一步提出托嬰中心經營實務與後續研究之建議。
With fewer children and a highly competitive business model in Taiwan, childcare centers are becoming increasingly difficult to operate. Therefore, how to provide parents with satisfactory service quality has become an important issue in management. The purpose of this study was to explore the impact of customer satisfaction and service quality on parental participation behavior in child care centers. Therefore, the purpose of this study is: 1. To explore the relationship between service quality and parental par-ticipation behavior. 2. To examine the relationship between service quality and parental participation behavior with customer satisfaction as an intermediary variable. In this study, a total of 387 parent questionnaires and 364 valid questionnaires were distributed by convenience sampling method in Taiwan's Taipei Metro Area Infant Care Centers for data analysis. The results show that:1. service quality is positively correlated with pa-rental participation behavior; 2. customer satisfaction is mediating between service quality and parental participation behavior. Finally, this study further proposes Sugges-tions on the operation and follow-up study of childcare centers.
