随着 “三孩生育政策”的正式推行，政府明确将进一步完善相关配套措施，婴幼儿托育服务作为解决带娃难题的有效途径，在政策的大力扶持和家庭对婴幼儿照护需求的共同推动下，得到快速发展。然而，我国婴幼儿托育服务作为新兴行业，面临服务质量评价体系不健全、服务提供者质量意识薄弱等挑战，导致服务质量难以保证，家长信任度和满意度较低，使得极低的入托率和强烈的托育需求形成鲜明对比。 为应对这一问题，本研究基于SERVQUAL模型，综合调研婴幼儿托育服务质量评价现状、政策支撑，采用德尔菲法构建了托育机构服务质量评价体系，并结合层次分析方法确定各级指标权重。为验证其适用性，通过将该评价体系应用于成都市C托育机构，采用问卷调研的形式获取家长期望与实际满意程度。同时，通过绘制C托育机构关键服务流程蓝图，直观展示各服务环节和关键节点，探究C托育机构的服务质量差异。研究发现，C托育机构在安全保障、专业队伍及双向互动等方面存在不足。为此，本研究提出优化托育环境、加强人才队伍建设等具体建议和措施，以期提升托育机构服务质量。 本研究不仅揭示了婴幼儿托育机构服务质量评价的现状，更以C托育机构为具体案例讨论了托育机构服务质量评价相关问题。通过系统的理论分析和实证研究，在某种程度上探索了服务质量相关理论在托育服务领域的应用价值，为托育机构服务质量评价体系的建立提供了部分理论参考，同时也为托育机构标准规范化运营提供了明确指导，在一定程度上为相关领域的未来发展提供了参考。
With the official implementation of the "three-child birth policy", the government clearly will further improve the relevant supporting measures, infants care servic as an effective way to solve the problem of children, in the strong support of the policy and the combined promotion of families‘ demand for infants care, has been rapid development. However, as an emerging industry, Chinese infants care service is faced with challenges such as imperfect service quality evaluation system and weak quality awareness of service providers, resulting in difficult to guarantee service quality and low trust and satisfaction of parents, which makes the extremely low enrollment rate and strong demand for childcare in sharp contrast. In order to tackle this problem, the research based on SERVQUAL model, adopts Delphi method to construct the service quality evaluation system of childcare institutions, and combines the hierarchical analysis method to determine the weight of each index. In order to verify its applicability, the evaluation system was applied to C institution in Chengdu to investigate the parents‘ expectation and actual satisfaction, and explore the service quality differences of C institution.The research reveals that there are shortcomings in terms of safety security, professional team and two-way interaction in C institution. To this end, this paper puts forward specific suggestions and measures to optimize the nursery environment and strengthen the construction of talent team, in order to improve the service quality of the childcare institutions. This research not only uncovers the current situation of service quality evaluation in infants institutions, but also delves into the associated issues of evaluating service quality in infants institutions by taking C institution as a practical case. Through systematic theoretical analysis and empirical research, it explores to some extent the practical value of service quality related theories in the childcare service field, providing theoretical references for establishing a service quality evaluation system for infants institutions. It also offers clear guidance for standardizing operations within infants institutions and provides some references for future development in related fields.
