The impact of service quality on parental satisfaction: evidence from private schools in Selangor

This study analyses the features of Service Quality that could impact the satisfaction of parents whose children patronize private schools in the state of Selangor, Malaysia. This study adapts the SERVQUAL model to measure service quality evident in private schools, and uses Structural Equation Mode...

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Main Authors:	Gopal Rajadurai, Kanesh Gopal, Jan, Muhammad Tahir
Format:	Conference or Workshop Item
Language:	English
Published:	2017
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/68004/ http://irep.iium.edu.my/68004/13/68004_The%20Impact%20of%20Service%20Quality%20on%20Parental%20Satisfaction_complete_new.pdf

id	iium-68004
recordtype	eprints
spelling	iium-680042019-03-29T07:49:33Z http://irep.iium.edu.my/68004/ The impact of service quality on parental satisfaction: evidence from private schools in Selangor Gopal Rajadurai, Kanesh Gopal Jan, Muhammad Tahir HF5001 Business. Business Administration This study analyses the features of Service Quality that could impact the satisfaction of parents whose children patronize private schools in the state of Selangor, Malaysia. This study adapts the SERVQUAL model to measure service quality evident in private schools, and uses Structural Equation Modelling (SEM) to evaluate the relationship between Service Quality and Parental Satisfaction. This research utilizes a quantitative technique, with a Likert scale questionnaire, that was created by adapting the SERVQUAL measurement tool, as well as by reviewing past literature. Data was collected from selected private schools in Selangor, and further analysed using SPSS and AMOS software. This study had a total of 411 respondents, from 8 varying private schools. During data analysis, reliability tests were conducted followed by factor analysis and then structural equation modelling in order to test the hypotheses. The results indicated that two aspects of Service Quality, namely Tangibility and Responsiveness seem to effect the satisfaction of parents in private schools. This study implies that private school administrators should focus on aspects of Tangibility and Responsiveness, in order to have a larger impact on parental satisfaction. 2017 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/68004/13/68004_The%20Impact%20of%20Service%20Quality%20on%20Parental%20Satisfaction_complete_new.pdf Gopal Rajadurai, Kanesh Gopal and Jan, Muhammad Tahir (2017) The impact of service quality on parental satisfaction: evidence from private schools in Selangor. In: The 5th International Accounting and Business Conference, 24-25 October 2017, Negeri Sembilan, MALAYSIA. (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Gopal Rajadurai, Kanesh Gopal Jan, Muhammad Tahir The impact of service quality on parental satisfaction: evidence from private schools in Selangor
description	This study analyses the features of Service Quality that could impact the satisfaction of parents whose children patronize private schools in the state of Selangor, Malaysia. This study adapts the SERVQUAL model to measure service quality evident in private schools, and uses Structural Equation Modelling (SEM) to evaluate the relationship between Service Quality and Parental Satisfaction. This research utilizes a quantitative technique, with a Likert scale questionnaire, that was created by adapting the SERVQUAL measurement tool, as well as by reviewing past literature. Data was collected from selected private schools in Selangor, and further analysed using SPSS and AMOS software. This study had a total of 411 respondents, from 8 varying private schools. During data analysis, reliability tests were conducted followed by factor analysis and then structural equation modelling in order to test the hypotheses. The results indicated that two aspects of Service Quality, namely Tangibility and Responsiveness seem to effect the satisfaction of parents in private schools. This study implies that private school administrators should focus on aspects of Tangibility and Responsiveness, in order to have a larger impact on parental satisfaction.
format	Conference or Workshop Item
author	Gopal Rajadurai, Kanesh Gopal Jan, Muhammad Tahir
author_facet	Gopal Rajadurai, Kanesh Gopal Jan, Muhammad Tahir
author_sort	Gopal Rajadurai, Kanesh Gopal
title	The impact of service quality on parental satisfaction: evidence from private schools in Selangor
title_short	The impact of service quality on parental satisfaction: evidence from private schools in Selangor
title_full	The impact of service quality on parental satisfaction: evidence from private schools in Selangor
title_fullStr	The impact of service quality on parental satisfaction: evidence from private schools in Selangor
title_full_unstemmed	The impact of service quality on parental satisfaction: evidence from private schools in Selangor
title_sort	impact of service quality on parental satisfaction: evidence from private schools in selangor
publishDate	2017
url	http://irep.iium.edu.my/68004/ http://irep.iium.edu.my/68004/13/68004_The%20Impact%20of%20Service%20Quality%20on%20Parental%20Satisfaction_complete_new.pdf
first_indexed	2023-09-18T21:36:33Z
last_indexed	2023-09-18T21:36:33Z
_version_	1777412859434631168

The impact of service quality on parental satisfaction: evidence from private schools in Selangor

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