Relationship between service quality dimensions and parents satisfaction in KEMAS preschool (IR)
This research aimed to identify the relationship between six dimensions of service quality with the parents' satisfaction in Community Development Department (KEMAS) preschool in Tanjong Malim district. The population of this study was the parents who send their children to the ten selected ofK...
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| Format: | thesis |
| Language: | eng |
| Published: |
2016
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=2818 |
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| Summary: | This research aimed to identify the relationship between six dimensions of service quality with the parents' satisfaction in Community Development Department (KEMAS) preschool in Tanjong Malim district. The population of this study was the parents who send their children to the ten selected ofKEMAS preschools. 125 parents as the respondent to answer the questionnaires regarding the service quality provided. The research design chosen SERVQUAL instrument and added one new dimension; Islamic values. All these six dimensions; tangibility, reliability, responsiveness, assurance, empathy and Islamic values being analysed to identify the level of service quality in KEMAS preschool and the relationship towards the customer satisfaction. Correlation analysis found that all dimensions except Islamic values have significant relationship with the overall service quality. The multiple regression analysis found only responsiveness and Islamic values have significant impact towards the overall service quality. The findings can be used to enhance the service quality of KEMAS preschool to compete with other private preschool and public preschool. The exposure of the importance of Islamic values being explained to give awareness towards parents, preschool managers and teachers about the benefits for children at the early age. Thus, recommendations to the parents, KEMAS preschool institutions and academicians to help the increasing service quality with the additional new dimension; Islamic values. |
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