基于ACSI模型的小学课后服务家长满意度影响因素实证研究

An Empirical Study on the Influencing Factors on Parent Satisfaction of Primary School After-class Services Based on ACSI Model

研究基于顾客满意度理论模型(ACSI),结合服务对象家长的特征及需求,构建了小学课后服务家长满意度模型。研究选取了C市549名小学生家长开展问卷调查,采用结构方程模型和回归分析方法对小学课后服务家长满意度影响因素进行实证分析,并对假设模型进行检验。结果表明,小学课后服务家长满意度和家长支持均处于较高水平,家长期望对家长支持具有直接正向预测作用,家长感知质量、家长感知价值和家长满意度在家长期望与家长支持之间发挥不同的中介作用,但“家长期望→家长感知质量→家长支持”“家长期望→家长感知价值→家长支持”和“家长期望→家长感知质量→家长感知价值→家长支持”这三条假设路径未得到验证。根据模型检验结果及研究结论对学校开展和推进小学课后服务提出了相应建议。

Based on the customer satisfaction theory model(ACSI)and taking into consideration characteristics and demands of parents of the service objects,this study constructs a model of parent satis‐faction towards primary school after-class services.Sampling 549 parents of primary school pupils of C City for a questionnaire survey,this study applies the structural equation model and regressive analysis to analyzing empirically the influencing factors on parent satisfaction towards primary school after-class services before finally tests the hypothetical model.The results show that both parent satisfaction and par‐ent support to after-class services are at high level,parents’expectation has direct positive prediction ef‐fect on parent support,and parent perceived quality,parent perceived value and parent satisfaction have different mediation effects between parents’expectation and parent support.Three assumed paths,how‐ever,are not confirmed,namely“parents’expectation=>parent perceived quality=>parent support,”“parents’expectation=>parent perceived value=>parent support”and“parents’expectation=>parent perceived quality=>parent perceived value=>parent support.”According to results confirmed by the model and the study conclusions,measures to help primary schools offer and improve after-class services are suggested.