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:	eng eng
Published:	2015
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/4684/1/s809958.pdf https://etd.uum.edu.my/4684/2/s809958_abstract.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uum-etd.4684
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Halim, Fairol
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
qualification_name	masters
qualification_level	Master's degree
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?
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2015
url	https://etd.uum.edu.my/4684/1/s809958.pdf https://etd.uum.edu.my/4684/2/s809958_abstract.pdf
_version_	1747827780114972672
spelling	my-uum-etd.46842021-03-18T03:07:40Z Service quality in early child care center. Does parents satisfied? 2015 Aidanazima, Abashah Halim, Fairol Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business 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 https://etd.uum.edu.my/4684/ https://etd.uum.edu.my/4684/1/s809958.pdf text eng public https://etd.uum.edu.my/4684/2/s809958_abstract.pdf text eng public masters masters Universiti Utara Malaysia Abili, K., Thani, F. N., & Afarinandehbin, M., (2012). Measuring University Service Quality by Means of SERVQUAL Method. Asian Journal on Quality Vol. 13 No. 3, 2012 pp. 204-211. Agbor, J. M., (2011). The Relationship between Customer Satisfaction and Service Quality: A study of three Service sectors in Umea. Ahmed, S. M. Z., & Shoeb, M. Z. H., (2009). Measuring Service Quality of a Public University Library in Bangladesh using SERVQUAL. Performance Measurement and Metrics Vol. 10 No. 1, 2009 pp. 17-32. Alexandris, K., Dimitriadis, N., & Markata, D., (2002). Can Perceptions of Service Quality Predict Behavioral Intentions? An exploratory Study in the Hotel Sector in Greece. Managing Service Quality. Vol. 12, No. 4, 2002, pp. 224-231. Alison, M. Dean., (2002). Service Quality in Call Centres: Implication for Customer Loyalty. Managing Service Quality. Vol. 12, No. 6, 2002, pp. 414-423. Allred, A. T., & Addams, H. L., (2000). Service Quality at Banks and Credit Unions: What do Their Customers Say? Managing Service Quality. Vol. 10, No. 1, 2000, pp. 52-60. Amy, W. O. M., Alison, M. D., & Christopher, J. W., (1999). Analyzing Service Quality in the hospitality industry.Managing Service Quality. Vol. 9 No 2, 1999, pp. 136-143. Angelos, P., & Nancy, B., (2014). Quality and Price – Impact on Patient satisfaction. International Journal of Health Care Quality Assurance Vol. 27 No 8, 2014 pp. 684-696. Anisah, S., (2014). Discrimination Keeps Most Malaysian Women Out of Formal Job Market, Says Report. The Malaysian Insider. Anthony, T. A., & Addams, H. L., (2000). Service Quality at Banks and Credit Unions: What do their Customers Say? Managing Service Quality Vol. 10 No. 1, 2000 pp. 52-60. Baldwin, A., & Sohal, A., (2003). Service Quality Factors and Outcomes in Dental Care. Managing Service Quality Vol. 13 No. 3, 2003 pp. 207-216. Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., & Zaim, S., (2011). Measuring the Efficiency of Customer Satisfaction and Loyalty for Mobile Phone Brands with DEA. Expert Systems with Applications. Vol. 39, 2011, pp. 99-106. Best, J. W., (1977). Research in Education. 3rd ed. Englewood Cliff, NJ: Prentice Hall, Inc. Butt, M. M., & Run, E. C., (2010). Private Healthcare Quality: Applying a SERVQUAL Model. International Journal of Health Care Quality Assurance Vol. 23 No. 7, 2010 pp. 658-673. Clare, C. C., & Raj, K., (2002). Managing Service Quality by Combining Voice of the Service Provider and Voice of Their Customers. Managing Service Quality. Vol. 12 No 2, 2002 pp. 77-86. Curry, A., & Sinclair, E., (2002). Assessing the Quality of Physiotherapy Services Using Servqual. International Journal of Health Care Quality Assurance Vol. 15 No 5, 2002 pp. 197-205. Debra, G., & Aron, O., (2001). Attributions of Service Switching: A Study of Consumers' and Providers' Perceptions of Child-care Service Delivery. Journal of Services Marketing, Vol. 15 No. 4 2001, pp. 300-321. Eda, A., Serkan, A., & Safak, A., (2003). Mapping Service Quality in the Tourism Industry. Managing Service Quality. Vol. 13 No 5, 2003 pp. 412-422. Malaysia Early Childhood Care and Education (ECCE) Programmes, (2007). Education for All Global Monitoring Report 2007 Strong Foundations: Early Childhood Care and Education. UNESCO International Bureau of Education (IBE) Geneva, Switzerland. George, T., Kostantinos, A., Sophia, K., (2014). Predicting Visitors’ Satisfaction and Behavioral Intentions from Service Quality in the Context of a Small-scale Outdoor Sport Event. International Journal of Event and Festival Management, Vol. 5 No. 1, 2014 pp.4-21. Gi-Du, K., (2006). The Hierarchical Structure of Service Quality: Integration of Technical and Functional Quality. Managing Service Quality Vol. 16 No. 1, 2006 pp. 37-50. Gounaris, S., (2005). Measuring Service Quality in B2B Services: An Evaluation of the SERVQUAL Scale Vis-a`-vis the INDSERV Scale. Journal of Services Marketing Vol. 19 No. 6, 2005 pp. 421–435. Grace, D., and O‟Cass, A., (2003). An Exploratory of Service Brand Associations. Journal of Service Marketing Vol. 17 No. 5, 2003 Grant Thornton‟s International Business Report (2012). Malaysia Amongst the Top 10 Economies with Women in Senior Management. Grant Thornton‟s International Business Report (2013). Malaysia Lowest in ASEAN With 26% of Women in Senior Management. Hague, P., & Harris, P., (1993). Sampling and Statistics. Kogan Page, London. Chapter 14, pp. 239-252 Hantar Anak Kerana Murah, Dekat (2014). Retrieved 14th December, 2014, at http://www.hmetro.com.my/node/10178?m=1. Hussein, M. A., & Amal, M. S. D., (2013). Patients' Satisfaction of Service Quality in Saudi hospitals: a SERVQUAL Analysis. International Journal of Health Care Quality Assurance Vol. 26 No 1, 2013 pp. 20-30. Ioannis, E. C., & Lymperopoulos, C., (2009). Service Quality Effect on Satisfaction and Word of Mouth in the Health Care Industry. Managing Service Quality Vol. 19 No 2, 2009 pp. 229-242. Iram, U., & Butt, M. S., (2004). Socioeconomic and Environmental Determinants of Child-care Patterns of Preschoolers in Pakistan. International Journal of Social Economics Vol. 31 No. 3, 2004 pp. 218-238. Jeon, H., & Choi, B., (2012). The Relationship Between Employee Satisfaction and Customer Satisfaction. Journal of Services Marketing Vol. 26 No 5, 2012 pp. 332–341. John, T. B., & Shiang-Lih, C., (2001). The Relationship Between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management Vol. 13 No 5, 2001 pp. 213-217. Katcher, B. L., (2003). Make More Strategic Use of Customer Satisfaction Surveys. Journal Of Business Strategy. Krejeie, R. V., & Morgan, D. W., (1970). Determining Sample Size for Research Activities, Educational and Psychological Measurement. Vol. 30 pp. 607-10. Kumar, M., Kee, F. T., & Charles, V., (2010). Comparative Evaluation of Critical Factors in Delivering Service Quality of Banks: An Application of Dominance Analysis in Modified SERVQUAL Model. International Journal of Quality & Reliability Management Vol. 27 No 3, 2010 pp. 351-377. Keiningham, T. L., Aksoy, L., Andreassen, T. W., & Estrin, D., (2006). Does Parent Satisfaction with a Childcare Provider Matter for Loyalty? Journal of Consumer Marketing Vol. 23 No 7, 2006 pp. 470–479. Kotler, P., Armstrong, G., Saunders, J., & Wong, V., (2002). Principle of Marketing. 3rd Edition, Pretence Hall Europe. Mahpul, I. N., & Abdullah, A. N., (2011). The Prevalence of Work-Family Conflict Among Mothers in Peninsular Malaysia. Kuala Lumpur: National Population and Family Development Board. Marco, A. R., (2001). Measuring and Managing Service Quality: Integrating Customer Expectation. Managing Service Quality Vol. 11 No 1, 2001 pp. 22-31. Muzammil, H., Sehrish, H., & Adnan, R., (2010). Factors Affecting Customer Satisfaction. International Research Journal of Finance and Economics ISSN 1450-2887 Issue 60 (2010). Portal Rasmi Jabatan Kebajikan Masyarakat (2014). Pengenalan dan Lain-lain. Retrieved 2nd February, 2014 at http://www.jkm.gov.my/content.php?pagename=penge nalan_dan_lainlain&lang=bm. Portal Rasmi Jabatan Kebajikan Masyarakat (2014). Pendaftaran Pusat Jagaan. Retrieved 2nd February, 2014 at http://www.jkm.gov.my/content. php?pagename=pusat_jagaan&lang=bm. Sadiq, M. S., (2003). Service Quality in Hospital: More Favourable Than You Might Think. Managing Service Quality. Vol. 13 No 3, 2003 pp. 197-206. Nacear, J., & Azaddin, K., (2005). A Customized Measure of Service Quality in the UAE. Managing Service Quality. Vol. 15 No 4, 2005 pp. 374-388. Naik, C. N. K., Gantasala, S. B., & Prabhakar, G. V., (2010). Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences. Vol. 16 2010. Noor, M. M. K., Sabariah, E., & Nadia, M., (2014). A Demographic Transition in Malaysia: The Changing Roles Of Women. Ojo, O., (2010). The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence from Nigeria. Broad Research in Accounting, Negotiation, and Distribution. Vol. 1 No 1, 2010 pp. 88-100. Pankaj, D. V., & Ranjan, G. M., (2014). College Clinic Service Quality and Patient Satisfaction. International Journal of Health Care Quality Assurance. Vol. 27 No 6, 2014 pp. 519–530. Paramaporn, T., Atonio, L., & Ann, M., (2014). An Empirical Model of Home Internet Services Quality in Thailand. Asia Pacific Journal of Marketing and Logistics. Vol. 26 No 2, 2014 pp. 190–210. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing 64 (Spring): 1240. Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1990). Delivering Quality Service. The Free Press, New York, NY. Perran, A., (1995). Dimensions of Service Quality: A Study in Istanbul. Managing Service Quality. Vol. 5 No 6, 1995 pp. 39-43. Prasanth, S. P., Pramod, V. R., Jagathy, R. V. P., & Christian, M., (2015). Interpretive Structural Modeling (ISM) and its Application in Analyzing Factors Inhibiting Implementation of Total Productive Maintenance (TPM). International Journal of Quality & Reliability Management. Vol. 32 No 3, 2015 pp. - Pun, K. F., & Ho, K. Y., (2001). Identification of Service Quality Attributes for Restaurant Operation: A Hong Kong Case. Managing Service Quality Vol. 11 No 4, 2001 pp. 233-240. Rebekah, B., & Sharyn, R., (2004). Customer Satisfaction Should Not be the Only Goal. Journal of Services Marketing Vol. 18 No 7, 2004 pp. 514-523. Sekaran, U., (2000). Research Methods for Business: A Skill-building Approach. Third Ed. New York: John Wiley & Sons, Inc. Sekaran, U., (2003). Research methods for business. 4th Ed. Hoboken, NJ: John Wiley & Sons. Suneeta, B., & Sameer, K. S., (2014). Conceptual Study of Relationship Between Service Quality and Customer Satisfaction. International Research Journal of Social Sciences Vol. 3 No 2, 2014 pp. 9-14. Syed, A., R., Syed, T., J., Ayesha, H., (2015). Internet Banking and Customer Satisfaction in Pakistan. Qualitative Research in Financial Markets Vol. 7 No 1, 2015. Tam, J., (2012). Linking Perceived Service Quality to Relational Outcomes in a Chinese Context. Journal of International Consumer Marketing Vol. 24 No 1, 2012 pp. 7-23. Wang, I, M., & Shieh, C. J., (2006). The Relationship Between Service Quality and Customer Satisfaction: The Example of CJCU Library. Journal of Information & Optimization Sciences. Vol. 27, 2006 pp. 193-209. Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D., (2008). Services Marketing. McGraw- Hill Education.

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

Similar Items