Cover Image

Service quality in early child care center. Does parents satisfied?

This study investigates the effect of customer satisfaction on service quality in child care center especially in Pusat Perkembangan Kanak-kanak Tunku Puteri Intan Safinaz (PPKKTPIS) located in University Utara Malaysia, Sintok, Kedah and Pewaris Generasi UniMAP located in Kangar, Perlis in order t...

Full description

Saved in:
Bibliographic Details
Main Author: Aidanazima, Abashah
Format: Thesis
Language:English
English
Published: 2015
Subjects:
HF5415.33 Consumer Behavior.
Online Access:http://etd.uum.edu.my/4684/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uum.etd.4684
record_format eprints
spelling my.uum.etd.46842021-03-18T03:07:40Z http://etd.uum.edu.my/4684/ Service quality in early child care center. Does parents satisfied? Aidanazima, Abashah HF5415.33 Consumer Behavior. This study investigates the effect of customer satisfaction on service quality in child care center especially in Pusat Perkembangan Kanak-kanak Tunku Puteri Intan Safinaz (PPKKTPIS) located in University Utara Malaysia, Sintok, Kedah and Pewaris Generasi UniMAP located in Kangar, Perlis in order to identify whether parents who are send their kids to both child care center are satisfied with services provided or not. The objectives of this study is to identify the relationship between service quality (reliability quality, assurance quality, tangible quality, empathy quality and responsiveness quality) and user satisfaction of services offered in both child care center as appear in the framework of study. This study was conducted using a quantitative approach where the questionnaire question survey method had been used and were distributed among entire parents which are send their child to both child care center. It was applied by adopting the SERVQUAL instruments by Parasuraman et al., (1990) which are reliability quality, assurance quality, tangible quality, empathy quality and responsiveness quality while customer satisfaction adopting from Best, 1977: 174). Next, the data were analyzed using SPSS software. From the findings of study, it was concluded that empathy quality applied by Pusat Perkembangan Kanak kanak Tunku Puteri Intan Safinaz and Pewaris Generasi UniMAP can be considered as effective and satisfactory by parents from difference perspectives other than other four dimensions. In addition, parents are more attracted to the fees that are much cheaper compared to fees to the other child care center and a distance to workplaces is much closer and convenience. These factors are the reasons for parents to sending their kids to both child care center rather than service quality in SERVQUAL instruments 2015 Thesis NonPeerReviewed text en /4684/1/s809958.pdf text en /4684/2/s809958_abstract.pdf Aidanazima, Abashah (2015) Service quality in early child care center. Does parents satisfied? Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Aidanazima, Abashah
Service quality in early child care center. Does parents satisfied?
description This study investigates the effect of customer satisfaction on service quality in child care center especially in Pusat Perkembangan Kanak-kanak Tunku Puteri Intan Safinaz (PPKKTPIS) located in University Utara Malaysia, Sintok, Kedah and Pewaris Generasi UniMAP located in Kangar, Perlis in order to identify whether parents who are send their kids to both child care center are satisfied with services provided or not. The objectives of this study is to identify the relationship between service quality (reliability quality, assurance quality, tangible quality, empathy quality and responsiveness quality) and user satisfaction of services offered in both child care center as appear in the framework of study. This study was conducted using a quantitative approach where the questionnaire question survey method had been used and were distributed among entire parents which are send their child to both child care center. It was applied by adopting the SERVQUAL instruments by Parasuraman et al., (1990) which are reliability quality, assurance quality, tangible quality, empathy quality and responsiveness quality while customer satisfaction adopting from Best, 1977: 174). Next, the data were analyzed using SPSS software. From the findings of study, it was concluded that empathy quality applied by Pusat Perkembangan Kanak kanak Tunku Puteri Intan Safinaz and Pewaris Generasi UniMAP can be considered as effective and satisfactory by parents from difference perspectives other than other four dimensions. In addition, parents are more attracted to the fees that are much cheaper compared to fees to the other child care center and a distance to workplaces is much closer and convenience. These factors are the reasons for parents to sending their kids to both child care center rather than service quality in SERVQUAL instruments
format Thesis
author Aidanazima, Abashah
author_facet Aidanazima, Abashah
author_sort Aidanazima, Abashah
title Service quality in early child care center. Does parents satisfied?
title_short Service quality in early child care center. Does parents satisfied?
title_full Service quality in early child care center. Does parents satisfied?
title_fullStr Service quality in early child care center. Does parents satisfied?
title_full_unstemmed Service quality in early child care center. Does parents satisfied?
title_sort service quality in early child care center. does parents satisfied?
publishDate 2015
url http://etd.uum.edu.my/4684/
_version_ 1695533659199635456
score 13.211869

Similar Items