MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
The increasing participation of women in the labour force comes in tandem with an escalating cost of living that demands dual incomes for families. This has inadvertently increased the demand for childcare services, to support the family institution. As a result, stiff competition has been noted...
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| Format: | Thesis |
| Language: | English |
| Online Access: | http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/16016/1/Abstract.pdf http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/16016/2/Full%20Thesis%20-%20NIK%20SYUHAILAH%20NIK%20HUSSIN.pdf |
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| Summary: | The increasing participation of women in the labour force comes in tandem with an
escalating cost of living that demands dual incomes for families. This has inadvertently
increased the demand for childcare services, to support the family institution. As a
result, stiff competition has been noted amongst childcare service providers in
retaining their existing customers. Nevertheless, experience of poor quality service has
raised multiple issues that seem to affect the behavioural intention of parents as
customers of childcare services. Hence, this study attempts to develop a model that
explains the antecedents of customer behavioural intention in the Malaysian childcare
service industry, and tests it empirically. The literature lists four antecedents of
customer behavioural intention, namely: i) service quality; ii) perceived trust; iii)
emotional satisfaction; and iv) perceived risk towards childcare service providers.
Based on the Stimulus-Organism-Response Theory (SOR) and Expectancy
Confirmation Theory (ECT), a mediational model is proposed in this study which links
service quality with customer behavioural intention via perceived trust, emotional
satisfaction, and perceived risk. By employing a purposive sampling method, 750
questionnaires were administered to the respondents at selected childcare centres. A
total of 554 questionnaires were returned - representing a 73.8 percent response rate.
However the usable questionnaires for analysis were 364. The data was analysed using
SPSS 23.0 and SmartPLS SEM 3.2.9. Service quality was conceptualised as a secondorder
construct arrived at through a reflective-reflective model using a two-stage
approach. |
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