Staff View: Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty

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...

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Main Authors:	Omar, Nor Asiah, Nazri, Muhamad Azrin, Abu, Nor Khalidah, Omar, Zoharah
Format:	Article
Language:	English
Published:	World Business Institute 2009
Subjects:	Child care services Day care centers Children - Services for
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id	oai:psasir.upm.edu.my:16044
record_format	eprints
spelling	oai:psasir.upm.edu.my:16044 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
institution	UPM IR
collection	UPM IR
language	English
topic	Child care services Day care centers Children - Services for
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
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.
format	Article
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
title	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_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_sort	parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty
publisher	World Business Institute
publishDate	2009
_version_	1819293986532098048
score	13.4562235

Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty

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