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KMID : 1023720130590010139
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Journal of Welfare for the Aged
2013 Volume.59 No. 1 p.139 ~ p.158
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The Effects of the Perceived Quality of Day Care Services on Customary Satisfaction and Post Behavior
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Lee Jin-Yong
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Abstract
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This study measured the quality of Elderly Day Care Services by surveying service users; data were analyzed to see the causality between quality of services, customary satisfaction, referral intention, and repurchasing intention, and to find out the mediating effect of customary satisfaction. The quality of Day Care Services has been measured based on the SERVQUAL model, and structural equation model has been used to observe the causal connection between the customary satisfaction, referral intention, and repurchasing intention. The following is the main result from the causal effect model affecting the customary satisfaction and repurchasing intention by five quality factors of the service quality. First, it was shown that service quality directly affected the customary satisfaction. Second, it was effect of service quality on repurchasing intention was mediated by customer satisfaction. Third, it is shown that customary satisfaction directly affected the repurchasing intention.
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KEYWORD
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Day Care Services, Service Quality, Customary Satisfaction, Referral Intention, Repurchasing Intention
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