Parents’ Experiences with Communication and Perception of Childcare Quality in Malaysia: A Mixed-method Study

Abstract

Effective communication between parents and childcare providers is crucial for delivering high-quality childcare. This study explores the impact of communication satisfaction on parents' perceptions of childcare quality in Malaysia. Using a mixed-methods approach, the study collected 45 survey responses and conducted interviews with four parents whose children attend childcare. Quantitative data were analysed descriptively, while qualitative data were examined through thematic analysis based on Braun and Clarke’s (2006) six-step framework. In-person interactions and WhatsApp emerged as the most common communication channels, with parents mainly discussing health updates, daily activities, and developmental progress. Most parents were satisfied with the communication; however, some requested more frequent and detailed updates, while others expressed dissatisfaction due to limited developmental information and occasional insensitive language from providers. The findings also reveal that communication methods, frequency, and provider responsiveness significantly influence parents' satisfaction and overall perception of childcare quality. Additionally, the study highlights the role of cultural factors in shaping communication and childcare practices within Malaysia's diverse society. The results suggest that improving providers’ communication skills, enhancing digital engagement, and fostering cultural sensitivity can strengthen relationships between parents and childcare providers, thereby enriching the overall childcare experience. Future research should consider providers' perspectives and employ larger samples and longitudinal designs to monitor changes in communication practices over time.