Technology Characteristics for Sustainable Service Development in Intelligent Elderly Care Services

Abstract

Although the development of intelligent elderly care services is a critical challenge in an aging society, the role and impact of technology characteristics on customer satisfaction and the development of sustainable intelligent elderly care services remain unclear. This study examines how technological characteristics affect customer satisfaction and the development of sustainable intelligent elderly care services through an empirical study. The representative technology characteristics in intelligent elderly care services are defined with seven independent factors, including responsiveness, interactivity, technology readiness, customization, empathy, convenience, and security, and perceived value is adopted as a mediating factor, to analyze relationships with customer satisfaction. A total of 297 sets of data were collected from experienced consumers in the Chinese market, where intelligent elderly care services are broadly used. Exploratory factor analysis, multiple regression analysis, and mediation analysis were employed for statistical analyses. The findings showed that technology characteristics significantly impact customer satisfaction in intelligent elderly care services. The perceived value plays a meaningful mediating role in these relationships. This paper provides a valuable model for evaluating technology characteristics in intelligent elderly care services, taking a meaningful step toward developing relevant advanced services.