0~3岁婴幼儿家长托育服务需求现状及优化策略——基于Kano模型的分析  

Current Situation and Optimization Strategies of Childcare Service Demand of Parents of Children Aged 0~3 Years-Analysis Based on the Kano Model

作　　者：勾嘉雯 刘丽伟 张可欣[3] 尹晨 GOU Jiawen;LIU Liwei;ZHANG Kexin;YIN Chen(Faculty of Education,Beijing Normal University,Beijing 100875 China;School of Education,Central China Normal University,Wuhan 430079 China;School of Education,Shanghai Jiao Tong University,Shanghai 200240 China;School of Business,Central South University,Changsha 410083 China)

机构地区：[1]北京师范大学教育学部,北京100875 [2]华中师范大学教育学院,武汉430079 [3]上海交通大学教育学院,上海200240 [4]中南大学商学院,长沙410083

出　　处：《学前教育研究》2024年第4期54-72,共19页Studies in Early Childhood Education

基　　金：国家社会科学基金教育学青年课题“基于PPCT模型的0~3岁婴幼儿家庭教养的社会公共支持路径研究”(编号:CHA190266)。

摘　　要：托育服务是我国老龄少子化背景下重要的民生工程。为探讨0~3岁婴幼儿家长对托育服务的需求层次结构并对托育服务提出对策建议,本研究基于魅力质量理论与Kano模型,通过访谈法与现有文献资料确定了0~3岁婴幼儿家长对托育服务的6个需求维度与41个需求要素。本研究通过Kano问卷收集0~3岁婴幼儿家长的托育服务需求信息,根据Better-Worse系数与平均满意度指标(ASC)确定了2个基本型需求维度、2个期待型需求维度、1个魅力型需求维度、1个无差异型需求维度以及12个基本型需求要素、8个期待型需求要素、13个魅力型需求要素、8个无差异型需求要素及其重要性排序,并据此对家庭托育服务需求特点开展讨论。基于上述分析,研究提出了以下四条托育服务优化策略:完善机构监督制度,保障托育服务质量;健全师资准入培训,提高托育人员素养;做好个性需求管理,提供多元服务形式;加大政策宣传普及,加快普惠托育建设。Childcare service is a crucial livelihood project in the context of aging and fewer children in China.To explore the structure and hierarchy of demands for childcare services among parents of infants and toddlers aged 0~3 years and the path of satisfaction,based on the Attractive Quality Theory and Kano Model,the research defined 6 dimensions and 41 elements of childcare service demand of these parents through interview and literature review;then the research carried out the Kano Questionnaire to investigate information of the childcare service needs for parents of infants and toddlers aged 0~3 years,thus identifying 2 must-be demand dimensions,2 one-dimension demand dimensions,1 attractive demand dimension,1 indifferent demand dimension,12 must-be demands,8 one-dimension demands,13 attractive demands,8 indifferent demands as well as their importance ranking through the calculation of their Better-Worse Index and the Average Satisfaction Coefficient(ASC).Based on these,the research puts forward the following four strategies for the optimization of childcare services:improving the institutional supervision system to guarantee the quality of childcare services;standardizing teacher access and training to enhance the quality of childcare personnel;improving parents’demand management to provide diversified forms of services;and increasing policy advocacy and popularization to accelerate the construction of generally beneficial childcare services.

关 键 词：0~3岁托育服务 托育需求 KANO模型 魅力质量理论 

分 类 号：G619.2[文化科学—学前教育学]