一、中文部分
[1] 余多年,1999,各國學齡前兒童照顧支持政策之研究,國立中正大學社會福利研究所,碩士論文。[2] 陳麗芬,2012,兒童照顧服務整合模式之研究 -台灣社區保母系統為例,中國文化大學中山與中國大陸研究所-中山學術組,碩士論文。[3] 李華玲,2010,我國居家保母托育市場供需變化之研究,佛光大學經濟學系碩士在職專班,碩士論文。[4] 莊育偉,2010,知覺價值、滿意度與行為意圖之關係模式:以C-bike公共自行車為例,南台科技大學行銷與流通管理研究所,碩士論文。
[5] 姚秀慧,2011,保母對台北市社區保母系統的服務品質與滿意度之探討,天主教輔仁大學兒童與家庭學系,碩士論文。[6]劉育吟,2006,台北市公私立幼稚園家長對教育服務品質需求與滿意度之調查研究,台北市立教育大學兒童發展研究所-幼教教學碩士學位班,碩士論文。[7] 楊于萱,2009,服務補救矛盾與雙重偏差之邊界條件探討,國立中山大學企業管理學系碩士班,碩士論文。[8] 邱素薇,2003,公私立幼稚園整體服務品質之比較研究-以桃園縣為例,長榮大學經營管理研究所,碩士論文。[9] John Zeisel,1996,研究與設計,台北:唐山。
[10] 內政部兒童局全球資訊網 http://www.cbi.gov.tw/CBI_2/internet/main/index.aspx
[11] 內政部戶政司全球資訊網http://www.ris.gov.tw/zh_TW/home
[12] 新北市政府「一生幸福」專案http://www.ntpc.gov.tw/web66/_file/2890/upload/newbaby/health-care.html
[13] 台北市政府「祝妳好孕」專案http://born.igd.tw/index.php
[14] 行政院衛生署國民健康局,2004,國人對婚姻與生育態度調查,取自於http://www.bhp.doh.gov.tw/BHP/do/chinese/Stat/List.
[15] 新北市政府主計處http://www.bas.ntpc.gov.tw/web/Home?command=display&;page=flash
[16] 王保進 (民91)。「視窗版SPSS與行為科學研究」。台北:心理出版社。
[17] 王保進 (民93)。「多變量分析:套裝程式與資料分析」。台北:高等教育文
化事業有限公司。
[18] 吳明隆、凃金堂 (民96)。「SPSS與統計應用分析」。台北:五南圖書出
有限公司。
二、英文部分
[1] Bitner, Mary Jo and Amy R. Hubbert,1994,Encounter Satisfaction Versus Overall Satisfaction versus Quality: the Customer’s Voice. Service Quality: New Directions in Theory and Practice, Roland T. Rust and Richard L.Oliver, ed S. Sage Publication, Thousand Oaks, CA, pp.72-94.
[2] Bitner, Mary Jo, Bernard H. Booms and Lois A. Mohr,1994,Critical Service Encounters: The Employee’s Viewpoint. Journal of Marketing, Vol. 58, No. 3, pp.95-106.
[3] Bolton, Ruth N.,,1998,A Dynamic Model of the Duration of the Customer’s Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science, Vol.17,No.1, pp.45-65.
[4] Churchill, G. A. and C. Surprenant,1982,An Investigation into the Determinants of Consumer Satisfaction, Journal of Marketing Research, Vol. 19. November, pp.491-504.
[5] Garrin, D.A.,1983,Quality on the Line, Harvard Bussiness Review, 61, pp.65-73.
[6]Gay,L.R.(1992). Educational Research Competencies for Analysis and Application.
New York: Macmillan.
[7] Hovland, C. I., Harvey, O. J., &; Sherif, M.,1957,Assimilation and Contrast Effects in Reactions to Communication and Attitude Change. Journal of Abnormal and Social Psychology, 55, pp.244-253.
[8] Lewis, B. R, and W. M. Vincent,1990,Defining and Measuring the Quality of Customer Service, Marketing Intelligence and Planning, 18, pp. 11-17.
[9] Lovelock C. H.,1996,Service Marketing (3^rded), New Jersey:Prentice-Hall.
[10] Maslow, A. H.,1954,Motivation and Personality,(2nd ed. ) N.Y.: Harper Harper.
[11] Parasuraman, A., Zeithaml, V. A., and Berry, L. L.,1985, A conceptual model of service quality and its implication for future research. Journal of Marketing, 49, 41-50.
[12] Parasuraman, A., Zeithaml, V. A., and Berry, L. L.,1988,SERVQUAL:A multiple-item scale for measuring customer pectation of service quality . Journal of Retailing, 64(1), p. 12-40.
[13] Parasuraman, A., Zeithaml, V.A., and Berry, L.L,1991,Refinement and reassessment of the servqual scale. Journal of Retailing, 67(1), 420-450.
[14] Sasser, W. E., R. P. Olsen, Jr and D. D. Wyckoff ,1978,Management of Service Operation: Text and Cases, Allyn and Bacon, Boston .
[15] Vroom, V. (1964), Work and Motivation, New York: John Wiley and Sons.
[16] Westbrook, R. A.,1980,Consumer satisfaction as a function of a personal competence/efficacy. Journal of the Academy of Marketing Science, 8(4), 427-437.
[17] Woodruff, R. B., Cadotte, E. R., and Jenkins, R. L.,1983,Modeling consumer satisfaction process using experience-based norms. Journal of Marketing Research, 24(August), 258-270.
[18]美國人口統計局http://www.census.gov