Service quality of early childhood education institutions: Comparing public and private kindergartens

The purpose of this study was to investigate the effect of service quality of English education provided by early childhood education institutions on customer satisfaction and to investigate whether there is a difference in causality between public and private kindergartens. Also, the relationship between customer satisfaction and customer loyalty was examined. Educational service quality factors such as tutor, educational facility, tuition fee and reputation were selected. All of these factors, except reputation, showed a positive (+) effect on customer satisfaction. In this relationship, public kindergarten has been proven to play a moderating role in satisfaction. However, in the case of private kindergarten, it was proven that it has a controlling effect only with a tutor factor.