Customer satisfaction towards childcare service quality provided by Read Network Sdn. Bhd. for Tenaga Nasional Berhad (TNB KL)

Child care providers are important family resources to support children development and education. TNB has provided child care necessity at 18 TNB stations in Peninsular Malaysia. The purpose of this research is to study the customer’s satisfaction toward child care service quality provided by Read Network Sdn. Bhd. for TNB, Kuala Lumpur. This study will examine the level of customer’s satisfaction and the relationships between demographic profile and customer satisfaction. Descriptive research design has been adopted for this research. Questionnaires, interview, and other secondary data including reports, journal, articles, and Internet are used for data collection. 100 copies of questionnaires were distributed to the respondents who sent their children to TNB kindergarten/childcare centre. The sampling technique is simple random sampling. Descriptive statistics has been used to interpret the data to produce reliability test, frequency analysis, tabulation analysis cross tabulation, and ANOVA test. Based on frequency, cross tabulation and ANOVA test, a clear findings and result is observed. The findings showed that most of the customers were moderately satisfied with the service provided to them and demographic profiles seem to have no relationship with customer’s satisfaction. Recommendations and suggestion are put on how to improve and increase customer’s satisfaction on the services provided by Read Network Sdn. Bhd.