Assessing predictors that influence working mothers’ perception of child care service quality: A SERVQUAL Analysis

Mary Asheri Mashoke, Dalphina Libent-Mabagal and Fauzia Mohamed
Additional contact information
Mary Asheri Mashoke: Assistant lecturer- National Institute of Transport
Dalphina Libent-Mabagal: Lecturer- Open University of Tanzania
Fauzia Mohamed: Lecturer- Open University of TanzaniaUniversity, Kenya

International Journal of Research and Innovation in Social Science, 2021, vol. 05, issue 1, 27-37

Abstract: This study examines working mothers’ perceptions towards service quality on childcare centres in Dar es Salaam. The study applied five dimensions in SERVQUAL as indicators that influence working mothers’ perceptions. The study used service quality SERVQUAL collected data from 411 working mothers with children aged 2-5 years using structured questionnaires. Data collected were analyzed using PLS-SEM. Findings revealed a significant and positive relationship between service quality dimensions and childcare service quality. It was also shown that tangibility, responsiveness, empathy, assurance, and reliability directly influence service quality, even when the effects of all constructs are considered simultaneously. The study recommends child care centres to conduct service quality surveys among its care givers and parents and consider their opinions in order to identify areas for service quality improvements. Besides, Ministry of Community Development, Gender, and Children need to harmonize childcare services standard guidelines to incorporate working mother’s views since they are directly setting instructive objectives.

Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://www.rsisinternational.org/journals/ijriss/ ... -5-issue-1/27-37.pdf (application/pdf)
https://rsisinternational.org/virtual-library/pape ... a-servqual-analysis/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bcp:journl:v:5:y:2021:i:1:p:27-37

Access Statistics for this article

International Journal of Research and Innovation in Social Science is currently edited by Dr. Nidhi Malhan

More articles in International Journal of Research and Innovation in Social Science from International Journal of Research and Innovation in Social Science (IJRISS)
Bibliographic data for series maintained by Dr. Pawan Verma ().