Service quality and value affecting parents' satisfaction and behavioral intentions in a childcare centre using a structural approach

Nor Asiah Omar, Nor Khalidah Abu, Dewi Amat Sapuan, Norzalita Abd Aziz, Muhamad Azrin Nazri

Research output: Contribution to journalArticle

5 Citations (Scopus)

Abstract

This study proposes and tests an integrative model to examine the relations among service quality, perceived value, satisfaction and behavioral intention in a childcare centre in Malaysia. The data for this research were collected from 201 parents who sent their children to childcare centre. Using structural equation modeling (SEM) techniques, the results reveal the direct effects of service quality on perceived value and satisfaction. Both perceived value and parent's satisfaction toward the childcare are significant determinants of behavioral intentions. However, service quality has an indirect effect on loyalty when mediated by perceived value and satisfaction. These findings contribute to the understanding of parent behavior, providing researchers and practitioners with insights into how effectively to manage a childcare centre.

Original languageEnglish
Pages (from-to)4440-4447
Number of pages8
JournalAustralian Journal of Basic and Applied Sciences
Volume4
Issue number9
Publication statusPublished - Sep 2010

Fingerprint

Child care
Structural approach
Service value
Perceived value
Service quality
Behavioral intention
Direct effect
Structural equation modeling
Quality of service
Integrative model
Loyalty
Indirect effects
Malaysia

Keywords

  • Behavioral intentions
  • Childcare centre
  • Malaysia
  • Perceived value
  • Satisfaction
  • Service quality

ASJC Scopus subject areas

  • General

Cite this

Service quality and value affecting parents' satisfaction and behavioral intentions in a childcare centre using a structural approach. / Omar, Nor Asiah; Abu, Nor Khalidah; Sapuan, Dewi Amat; Abd Aziz, Norzalita; Nazri, Muhamad Azrin.

In: Australian Journal of Basic and Applied Sciences, Vol. 4, No. 9, 09.2010, p. 4440-4447.

Research output: Contribution to journalArticle

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