Research on service quality of after-school child-care centers for primary students in Hongta district, Yunnan

Abstract

The purposes of this study were verify the gap between customer's expectations and perception of after-school child-care center's service quality in Hongta district, Yunnan examine the service quality of after-school child-care centers in Hongta district and investigate industry regulation situation in Hongta district and introducing the suggestions of service quality management of the centers. To reach the research objectives, the researcher conducted a mix-method research with questionnaire survey and focus group discussion. The samples of this research were divided into two parts, part 1 is samples of quantitative study, the samples was customers of after-school child-care centers selected by purpose sampling, and sample size is 86. For focus group discussion, it was held twice, participants were 14. Quantitative data was analyzed using descriptive statistics and paired sample t-test. Discussion recording as qualitative data was used to analyze the suggestions. The results found that parent's expectation and perception was high, and Gap 5 is not significant. But the gap exists in 31of 33 items, it showed that service quality of 26 items is low, 2 items are general, and 5 items are good. For total service quality, it shows total service quality of the centers is low. Based on results above, and focus group discussion, 9 suggestions are introduced. This research recommends that after-school child-care centers need to improve the service quality especial tangibles part, and 9 suggestions that introduced also gave ideas to centers and government management service quality of centers.