• Login
    View Item 
    •   DBS eSource Home
    • Masters Dissertations
    • Business & Management
    • View Item
    •   DBS eSource Home
    • Masters Dissertations
    • Business & Management
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Customer perception of service quality in the Irish childcare providers : a case study of Fife childcare

    View/Open
    mba_oluwafemi_b_2013.pdf (1.397Mb)
    Author
    Oluwafemi, Bukunola
    Date
    2013
    Degree
    MBA in Business Management
    URI
    http://hdl.handle.net/10788/1877
    Publisher
    Dublin Business School
    Rights holder
    http://esource.dbs.ie/copyright
    Rights
    Items in Esource are protected by copyright. Previously published items are made available in accordance with the copyright policy of the publisher/copyright holder.
    Metadata
    Show full item record
    Abstract
    The research investigates the customers’ (parents’) perception of service quality in the Irish childcare context, where new research could contribute theoretical value. The conducted research explored key quality perception triggers for the parents, described the relationship between childcare service quality and parents’ satisfaction, described the relationship between parents’ satisfaction and loyalty to providers, identified how parents’ satisfaction impacts positively on loyalty to Irish childcare providers, and identified the quality improvements desired by parents within the Irish context. Both primary and secondary data collection tools were employed to gather information. The primary data collection involved keeping a researcher’s diary and conducting semi-structured interviews on a purposive sample of eight customers of Fife childcare service, and then analysing collected data via thematic analysis. The research findings revealed that curriculum & activities, physical facility and staff were the main triggers of the parents’ perception of childcare service quality. It found that there is a strong relationship between the childcare service quality perception, parents’ satisfaction and loyalty. It further revealed, that the higher the level of parents’ satisfaction, the higher their level of loyalty, regardless of the recent “Breach of Trust” documentary. However, it found that though the participants were satisfied with the current provision, they desired and recommended some quality improvements. The research (though small scale) has implication for Irish childcare service providers, by equipping them with the information to aid/improve their provisions of care and education services – hence a new conceptual framework is proposed. Author keywords: Service quality, customer perception, childcare providers
    Collections
    • Business & Management

    Browse

    All of DBS eSourceCommunities & CollectionsBy Issue DateAuthorsSupervisorTitlesSubjectsThis CollectionBy Issue DateAuthorsSupervisorTitlesSubjects

    My Account

    LoginRegister

    Statistics

    View Usage Statistics

    DSpace software copyright © 2002-2023  DuraSpace
    Contact Us | Send Feedback
    DSpace Express is a service operated by 
    Atmire NV