Abstract
This study examines the impact of the five SERVQUAL dimensions (Tangibility, Reliability, Responsiveness, Assurance, and Empathy) on satisfaction in day care center services and the moderating role of family participation. Data from 302 valid responses were analyzed using confirmatory factor analysis (CFA), hierarchical multiple regression, and moderation analysis. The results show that all five SERVQUAL dimensions have a positive and significant impact on satisfaction, with Reliability (b = 0.81) and Assurance (b = 0.81) being the strongest predictors. The analysis also confirms that family participation positively moderates the effects of each SERVQUAL dimension on satisfaction, with greater family involvement amplifying the influence of Tangibility, Responsiveness, and Empathy. The R² of the final model is 0.68, indicating that 68% of the variance in satisfaction is explained by the model. These findings emphasize the importance of family-centered care, suggesting that day care centers should focus on improving service visibility, consistency, and emotional support. Practical strategies include real-time feedback systems, family engagement platforms, and transparent care updates to enhance satisfaction for both users and family members
Published Version
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