Abstract: 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 satisfaction 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 parent support to after-class services are at high level, parents’ expectation has direct positive prediction effect 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, however, 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.

Key words: after-class service, ACSI, parent satisfaction, parent support