Parents' View of Child Care Quality: Values, Evaluations, and Satisfaction

Parents' view of the quality of early childhood education and care services has mostly been addressed from the perspective of customer satisfaction. This study investigated parents' view within a more comprehensive framework in which parents' values of child care, their evaluations of their child's experience at the service and overall satisfaction with the service were considered. In particular, the study explored how values and evaluations are related and how they affect overall satisfaction. A questionnaire including a total of 96 items was filled in by 2,936 parents of children attending infant-toddler day-care centres in Rome, Italy. Parents were asked to express their values regarding child care quality and evaluate specific aspects of their experience. Parents' perspectives of both their child's and their own experience of childcare services were addressed separately. Two principal component analyses were performed in order to identify latent dimensions underlying parents' values about child care quality and their evaluations of the service attended by their child. The relationships between the different dimensions of value, evaluation, and overall satisfaction with their child's and their own experience were explained through two path models, in which values predict evaluations and these, in turn, predict overall satisfaction. Results showed that parents have a multi-faceted view of child care quality and confirm the relevance of taking into account their point of view in an analysis of the quality of early childhood education services.