MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY

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...

Full description

Saved in:
Bibliographic Details
Main Author: NIK SYUHAILAH BINTI NIK HUSSIN
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
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-umt-ir.-16016
record_format uketd_dc
spelling my-umt-ir.-160162022-01-19T08:09:28Z MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY NIK SYUHAILAH BINTI NIK HUSSIN 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. UNIVERSITI MALAYSIA TERENGGANU 2021 Thesis en http://umt-ir.umt.edu.my:8080/handle/123456789/16016 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/16016/1/Abstract.pdf 9ec9f0a72a903e8adf9e72b4cec086d5 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/16016/2/Full%20Thesis%20-%20NIK%20SYUHAILAH%20NIK%20HUSSIN.pdf 85bca125578326d29a48617058603408 http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/16016/3/license.txt 8a4605be74aa9ea9d79846c1fba20a33
institution Universiti Malaysia Terengganu
collection UMT Repository System
language English
description 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.
format Thesis
author NIK SYUHAILAH BINTI NIK HUSSIN
spellingShingle NIK SYUHAILAH BINTI NIK HUSSIN
MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
author_facet NIK SYUHAILAH BINTI NIK HUSSIN
author_sort NIK SYUHAILAH BINTI NIK HUSSIN
title MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
title_short MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
title_full MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
title_fullStr MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
title_full_unstemmed MODELLING THE ANTECEDENTS OF CUSTOMER BEHAVIOURAL INTENTION IN THE CHILDCARE SERVICES INDUSTRY
title_sort modelling the antecedents of customer behavioural intention in the childcare services industry
granting_institution UNIVERSITI MALAYSIA TERENGGANU
url 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
_version_ 1747835774286430208

Similar Items