Customer service in kindergartens in Kota Kinabalu, Sabah / Henry Ungkir

In recent years, kindergartens in Kota Kinabalu, Sabah have been sprouting like mushrooms after the rain. This is due to the increasing number of double income single child nuclear families and working parents who demand for kindergarten service, and increase in awareness on quality early childhood education as a foundation before they enroll to a much more formal education. Parents nowadays are becoming more demanding on the quality ofservice provided by the kindergartens and their expectations and perceptions vary from one another. So, kindergarten operators are
finding it difficult to meet these expectations and also to know what the parents’ perceptions toward the service provided are. The aim ofthis project paper is to examine the level ofservice quality as a determinant of parents’ satisfaction toward the services provided in kindergartens in Kota Kinabalu, Sabah. This research was only conducted in kindergartens operating in Kota Kinabalu, Sabah. The findings have shown that the overall mean values were ranging between 3.138 to 4.514 which indicated that the respondents are almost satisfied and satisfied with the service quality that are being offered by the kindegartens in Kota Kinabalu, Sabah. From the results ofthe Linear Regression analysis, it also shown that there is a significant relationship between the service quality and the parents’ satisfaction. Here most ofthe respondents for this research are working in the private sector and followed closely by those who are working in the public sector.