當前教育制度不斷的改革，及少子化的社會現象衝擊著補教業，本研究主要探討服務品質、顧客忠誠度與顧客再購意願的關係，選擇以國小孩童課後安親班為研究對象，希望透過本研究了解小學孩童課後安親班經營的方針及策略。本研究針對某教育機構體系下的四個分校的學生家長進行抽樣，資料收集採家長自填問卷的方式進行，共發出320份問卷，回收有效問卷288份，有效樣品回收率90.3％。
本研究採用迴歸分析來驗證研究假說，本研究的結論歸納如下：
1. 『服務的有形性』對『顧客忠誠度』有顯著影響。
2. 『服務的可靠性』對『顧客忠誠度』有顯著影響。
3. 『服務的反應性』對『顧客忠誠度』有顯著影響。
4. 『服務的保證性』對『顧客忠誠度』有顯著影響。
5. 『服務的關懷性』對『顧客忠誠度』有顯著影響。
6. 『顧客忠誠度』對『顧客再購意願』有顯著的影響。
7. 『服務的有行性』對『顧客再購意願』有顯著的影響。
8. 『服務的可靠性』對『顧客再購意願』有顯著的影響。
9. 『服務的反應性』對『顧客再購意願』有顯著的影響。
10. 『服務的保證性』對『顧客再購意願』有顯著的影響。
11. 『服務的關懷性』對『顧客再購意願』有顯著的影響。
12. 『服務品質』透過『顧客忠誠度』的中介作用，對『顧客再購意願』有顯著影響。

SUMMARY

(1) Scope and Objectives:
The research aims to find the relationships between service quality, customer loyalty and repurchase intention among elementary after-school class.
(2) Methods:
Researcher conducts data analysis by SPSS.
(3) Results:
1. Service quality is significantly related to customer loyalty.
2. Customer loyalty is significantly related to repurchase intention.
3. Service quality is significantly related to repurchase intention..
4. As a moderator, customer loyalty is significantly related to the relationships between service quality and repurchases intention.
(4) Conclusions:
The empathy of service quality is the key factor which affects customer loyalty and repurchases intention. The results are consistent with the practice. Therefore, we look forward to offer the findings in this research to future researchers for further investigation or to the other elementary after-school classes for operating improvement.

Keyword: service quality, customer loyalty, repurchase intention, elementary after-school class

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台南市補習班教育資訊系統http://bsb.edu.tw/afterschool/?usercity=62
教育部統計處https://stats.moe.gov.tw/