Abstract
This study examines the relationship between service quality, senior citizen satisfaction, and behavioral intention using survey data from 223 senior citizens living in government-owned old age homes of the capital city of Nepal. This study use LISEREL analysis to examine the direct and indirect effects of the service quality on behavioral intention. Senior citizen satisfaction operationalized to reflect the dimensions of happiness, pleasantness, and joy is used as a mediating variable for explaining the relationship between service quality and behavioral intention. The results suggest that the direct effect of service quality on behavioral intention is reduced when the indirect effect of service quality through emotional satisfaction is included in a total effect analysis. Consequently, service quality is positively related to behavioral intention, and emotional satisfaction plays a mediating role in this relationship. As a result, service quality is positively associated with behavioral intention, with emotional satisfaction serving as a mediating factor.
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
Social and Cultural Perspectives on Aging
KEYWORDS
Service Quality, Intention, Emotional Satisfactions, LISEREL, Senior Citizen
