Measuring Satisfaction Towards Private Nursery In Kuching
Customer satisfaction has been regarded as the useful benchmark for an organization to be successful as it has positive effect on market share and customer retention. The spring up of private nurseries in this era has triggered the trend for working parents to send their kids to private nurseries...
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| Main Author: | |
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| Format: | Final Year Project Report |
| Language: | English |
| Published: |
Universiti Malaysia Sarawak, (UNIMAS)
2019
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/34599/2/Ho%20Chui%20T.pdf http://ir.unimas.my/id/eprint/34599/ |
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| Summary: | Customer satisfaction has been regarded as the useful benchmark for an organization
to be successful as it has positive effect on market share and customer retention. The
spring up of private nurseries in this era has triggered the trend for working parents
to send their kids to private nurseries. This phenomenon has led to the increasing
interest in assessing the service quality provided by nurseries. Therefore, this
research aimed to examine the relationship between service quality and parents'
satisfaction towards private nursery. A total of 399 samples were obtained in this
study through distribution of questionnaire to Kuching regions. Pearson's
Correlation Analysis had been run to examine the existence of positive or negative
relationship between independent variables (tangibles, reliability, responsiveness,
assurance and empathy) and dependent variable (parent satisfaction). Multiple
Regression Analysis had also been used to determine the most dominant dimension
that contributes to parents' satisfaction. The findings of this research study show that
majority of the respondents have high level of satisfaction towards the service
offered by private nursery in Kuching. Meanwhile, there is a significant relationship
between SERVQUAL dimensions and parents' satisfaction except reliability
dimension. In addition, findings also found out that tangibility of the service is the
most dominant dimension in enhancing parent satisfaction. Thus, it is encouraged service providers in nursery place more emphasize on physical facilities of the
nursery as well as maintaining hygiene to leverage parents' satisfaction. |
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