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Child care service quality, customer satisfaction and customer loyalty in Dar es Salaam Tanzania

Author

Listed:
  • Mary Asheri Mashoke

    (Assistant lecturer- National Institute of Transport)

  • Dalphina Libent-Mabagala

    (Lecturer- Open University of Tanzania)

  • Fauzia Mohamed

    (Lecturer- Open University of TanzaniaUniversity, Kenya)

Abstract

Service quality and satisfaction are essential areas that organizations need to consider for their effectiveness and growth. Satisfied customers form the foundation of a successful business as customer satisfaction leads to repeated purchase and brand loyalty. The study used service quality SERVQUAL collected data from 411 working mothers using structured questionnaires data were analyzed using PLS-SEM. It was revealed that service quality both influence customer satisfaction and customer loyalty, even when the effects of all constructs are considered simultaneously. The study recommends that, child care centres endeavor to improve all aspects of service quality as elaborated in SERVQUAL model to attain working mother loyalty on child care centres. Moreover, Ministry of Community Development, Gender, and Children in Tanzania need to review and amend policies, laws, and regulations on childcare services to incorporate working mothers view of child care services, customer satisfaction and customer loyalty as per finding of the study

Suggested Citation

  • Mary Asheri Mashoke & Dalphina Libent-Mabagala & Fauzia Mohamed, 2021. "Child care service quality, customer satisfaction and customer loyalty in Dar es Salaam Tanzania," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 5(1), pages 38-49, January.
    • Handle: RePEc:bcp:journl:v:5:y:2021:i:1:p:38-49
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    References listed on IDEAS

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