Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty
The aim of this study is to investigate the impact of parent’s perceived service quality on satisfaction and trust. It also explores the relationship between satisfaction, trust and loyalty in a childcare centre. Perceived service quality in a childcare centre has received increasing attention by re...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
World Business Institute
2009
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| Subjects: |
| _version_ | 1825945739436490752 |
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| author | Omar, Nor Asiah Nazri, Muhamad Azrin Abu, Nor Khalidah Omar, Zoharah |
| author_facet | Omar, Nor Asiah Nazri, Muhamad Azrin Abu, Nor Khalidah Omar, Zoharah |
| author_sort | Omar, Nor Asiah |
| collection | UPM |
| description | The aim of this study is to investigate the impact of parent’s perceived service quality on satisfaction and trust. It also explores the relationship between satisfaction, trust and loyalty in a childcare centre. Perceived service quality in a childcare centre has received increasing attention by researchers during the past decade. Research evidence has revealed that perceived service quality has an influence on satisfaction and trust. The data for this research were collected from 201 respondents in Kuala Lumpur and Selangor via survey technique. A comprehensive conceptual model was developed and tested by structural equation modeling using AMOS program. The findings unveil that perceived service quality is positively related to parent satisfaction and trust. In turn, parent’s satisfaction is the most influential determinant of trust. Furthermore this paper delineates several interesting findings that, trust holds a pre-eminent role in the formation of parent’s loyalty towards the childcare centre. However, parent’s satisfaction has no direct impact on loyalty. Implications of the findings,
potential limitations of the study and directions for future research are suggested. |
| first_indexed | 2024-03-06T07:36:09Z |
| format | Article |
| id | upm.eprints-16044 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T07:36:09Z |
| publishDate | 2009 |
| publisher | World Business Institute |
| record_format | dspace |
| spelling | upm.eprints-160442012-11-05T08:41:37Z http://psasir.upm.edu.my/id/eprint/16044/ Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty Omar, Nor Asiah Nazri, Muhamad Azrin Abu, Nor Khalidah Omar, Zoharah The aim of this study is to investigate the impact of parent’s perceived service quality on satisfaction and trust. It also explores the relationship between satisfaction, trust and loyalty in a childcare centre. Perceived service quality in a childcare centre has received increasing attention by researchers during the past decade. Research evidence has revealed that perceived service quality has an influence on satisfaction and trust. The data for this research were collected from 201 respondents in Kuala Lumpur and Selangor via survey technique. A comprehensive conceptual model was developed and tested by structural equation modeling using AMOS program. The findings unveil that perceived service quality is positively related to parent satisfaction and trust. In turn, parent’s satisfaction is the most influential determinant of trust. Furthermore this paper delineates several interesting findings that, trust holds a pre-eminent role in the formation of parent’s loyalty towards the childcare centre. However, parent’s satisfaction has no direct impact on loyalty. Implications of the findings, potential limitations of the study and directions for future research are suggested. World Business Institute 2009-09 Article PeerReviewed Omar, Nor Asiah and Nazri, Muhamad Azrin and Abu, Nor Khalidah and Omar, Zoharah (2009) Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty. International Review of Business Research Papers, 5 (5). pp. 299-314. ISSN 1832-9543 Child care services Day care centers Children - Services for English |
| spellingShingle | Child care services Day care centers Children - Services for Omar, Nor Asiah Nazri, Muhamad Azrin Abu, Nor Khalidah Omar, Zoharah Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title | Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title_full | Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title_fullStr | Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title_full_unstemmed | Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title_short | Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty |
| title_sort | parents perceived service quality satisfaction and trust of a childcare center implication on loyalty |
| topic | Child care services Day care centers Children - Services for |
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