A User’s Perspective on the Factors Influencing the Satisfaction of Assistive Technology Resources Centers’ Built Environment Services

Abstract

Taiwan will move into a super-aged society by 2025. The government is actively establishing assistive technology resources centers (ATR Centers) throughout Taiwan to provide assistive technology services such as display, evaluation, rental, and maintenance services; they also recycle unused assistive devices, disinfect and clean them, and then rent them to people in need to achieve sustainable development. This study investigates the users’ perceptions about receiving services from the ATR Center in Yunlin and explores their satisfaction. “Service convenience”, “service quality”, “user experience” and “corporate social responsibility (CSR)” were used as the overall research framework and hypotheses are based on the mediating role of “CSR”; data are collected through questionnaires, and structural equation modeling (SEM) is used to test the model and hypotheses. A total of 532 valid questionnaires were collected from the users and caregivers who had used the services of the center in the past two years. The statistical analysis was conducted in three stages: sample data analysis, measurement model validation, and structural equation model analysis. According to the research findings, service convenience, service quality, and user experience all have a significant positive impact on CSR. Additionally, service convenience, service quality, user experience, and CSR have a positive impact on user satisfaction. Moreover, service quality and user experience indirectly affect user satisfaction through CSR. Finally, based on the research results, suggestions are proposed for addressing issues related to assistive service promotion and future adjustments.

Keywords

• assistive technology resources center
• service convenience
• service quality
• user experience
• corporate social responsibility
• user satisfaction