Effects of Perceived Service Quality on Service Satisfaction, Trust, and Continuance among Older Adults Using Disability Care and Support Centers

The purpose of this study was to investigate the relationship among service quality, service satisfaction, service trust, and service continuity perceived by the elderly participating in childcare and support centers for the disabled, and the population was 65 years of age or older who used childcare and support centers for the disabled located in Jeollabuk-do.The sampling method used was convenience sampling, and the structured questionnaire was modified and vetted by experts for content validity.Four hundred eighty-four copies were used for actual result analysis, excluding those that were omitted or answered incorrectly.For data processing, reliability analysis, frequency analysis, correlation analysis, and multiple regression analysis, SPSS (version 23.0) was used to draw the following conclusions.First, it was found that interaction between customers and employees, systematic service, and human service, which are sub-factors of service quality perceived by the elderly participating in childcare and support centers for the disabled, had a positive (+) effect on the integrity of sub-factors of customer satisfaction.However, physical service was found to have a negative (-) effect.In addition, physical service and customer-employee interaction were found to have a negative (-) effect on the expertise of sub-factors of service satisfaction.Second, it was found that service quality sub-factors, human service, customeremployee interaction, and systematic service factors perceived by the elderly participating in childcare and support centers for the disabled had a positive (+) effect on service trust.However, physical service was found to have a negative (-) effect on service trust.Third, it was found that the service quality subfactors recognized by the elderly participating in childcare and support centers for the disabled had a positive (+) effect on the intention to continue and recommend services, which are sub-factors of service continuity.Fourth, it was found that the truthfulness and professionalism of the service satisfaction subfactors recognized by the elderly participating in childcare and support centers for the disabled had a positive (+) effect on service trust.Fifth, it was found that the truthfulness and professionalism of the