An Empirical Assessment of Service Quality and Resident Satisfaction in Aging Homes in Bangladesh Using the SERVQUAL Model
Abstract
The purpose of the article is to empirically measure the satisfaction of residents in aging homes in Dhaka, Bangladesh, using the SERVQUAL model as the theoretical framework. The article describes a new empirical approach for assessing the quality of services in aging homes, based on the SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy, enabling a comprehensive evaluation of the factors influencing resident satisfaction.
Using a structured questionnaire administered in five aging homes—ProbinNibash, Azimpur Old People Age Home, Care Bangladesh, AshrayNibash, and AponNibash—and analyzing the data through Structural Equation Modeling (SEM) with Smart PLS, the authors identified that the Assurance dimension, particularly the knowledge and competence of caregivers, positively impacts overall satisfaction. In contrast, the Empathy, Reliability, and Responsiveness dimensions negatively affect satisfaction, indicating significant gaps in emotional support, timely care, and reliability. The Tangibles dimension showed only a moderate impact on satisfaction. As an example, we illustrate the proposed approach through the empirical analysis of these five aging homes in Dhaka. Our method allows policymakers and practitioners to identify service quality gaps and to develop targeted improvements. Although no quantitative performance indicators were explicitly reported, the approach facilitates actionable strategies for enhancing emotional support, responsiveness, and staff reliability. The new method for effectiveness evaluation is confirmed by the calculation and interpretation of SEM outputs, which validate the critical role of the Assurance dimension in overall resident satisfaction. New research results improve the understanding of how service dimensions contribute to elderly care outcomes in Bangladesh and can be used to inform policy reforms and targeted training programs for caregivers. This paper is novel because it applies the SERVQUAL framework and SEM-based analysis to a unique population—aging home residents in Bangladesh—thereby offering region-specific insights and actionable recommendations to enhance the well-being of this vulnerable group.
Keywords: Elderly Home Satisfaction, SERVQUAL Model, Structural Equation Modeling (SEM), Smart PLS, Elderly Care, Nursing Standards, Service Quality, Dhaka City.
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