Measuring Satisfaction of Aging Home Clients in Bangladesh: An Empirical Study
Abstract
This study aims to empirically measure the satisfaction of residents in aging homes in Dhaka City, Bangladesh, using the SERVQUAL model as the theoretical framework. The research evaluated satisfaction across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through a structured questionnaire administered in five established aging homes: ProbinNibash, Azimpur Old People Age Home, Care Bangladesh, AshrayNibash, and AponNibash. Structural Equation Modeling (SEM) with Smart PLS was employed to analyze the data and identify the key factors influencing resident satisfaction. The findings reveal that the Assurance dimension, particularly the knowledge and competence of caregivers, positively impacts overall satisfaction. In contrast, the Empathy, Reliability, and Responsiveness dimensions showed negative impacts on satisfaction, indicating that emotional support and timely care require significant improvement. The Tangibles dimension although traditionally valued, exhibited a lesser influence on resident satisfaction. The study highlights the critical need to enhance nursing practices and staff behavior to improve service quality and overall well-being in aging homes in Dhaka City. Addressing deficiencies in emotional support, timely care, and reliability will be vital for improving resident satisfaction. This study underscores the urgent need for improving emotional support, timely care, and caregiver reliability in aging homes in Dhaka, highlighting that the knowledge and competence of caregivers play a pivotal role in resident satisfaction. By identifying key service gaps, the findings provide actionable insights for policymakers and practitioners to enhance service quality and well-being for the elderly. These results can guide the development of targeted training programs and policy reforms to address the critical needs of aging home residents in Bangladesh.
Keywords: Elderly Home Satisfaction, SERVQUAL Model, Structural Equation Modeling (SEM), Smart PLS, Elderly Care, Nursing Standards, Service Quality, Dhaka City.
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