Assessing Satisfaction of Care Robot Users Using the Measurement of Service Adequacy

This study applied the measurement of service adequacy (MSA) method to evaluate the service performance and user acceptance of two types of care robots: excretion and meal assistance robots. As the demand for care services continues to in aging societies, care robots have emerged as a promising solution to reduce physical and psychological burdens; however, evidence their actual usability and acceptance remains limited. Participants were 60 caregivers who had used excretion or meal assistance robots in homes, long-term care facilities, or hospitals for at least one month. Their desired level (D), acceptable level (A), and perceived level (P) were measured using a modified SUXES–SERVQUAL framework, and the MSA index (P–A) was calculated to assess whether minimum expectations were met. The excretion care robot showed positive MSA values across most attributes, particularly in effectiveness, durability, and convenience, exceeding minimum user expectations. The meal assistance robot also demonstrated positive responses in usability and design but scored lower in environmental compatibility and cost. These findings indicate that while both robots generally met users’ minimum expectations, improvement in economic accessibility and environmental adaptability is required. Overall, MSA analysis as a user experience evaluation approach for care robots provide a practical, evidence-based framework future development and service improvement.