Cheng Lin

College of Public Administration, Huazhong University of Science and Technology

Abstract：

With the rapid development of artificial intelligence (AI) technology,its application in the elderly care service sector has gradually become a crucial approach to addressing population aging.This study takes smart elderly care communities in Wuhan as the research object to conduct an in-depth investigation into the elderly’s satisfaction with smart elderly care services.The research background is based on the intensification of population aging in China and the support of relevant policies.As one of the first pilot cities for the national AI elderly care social experiment,Wuhan’s construction experience holds significant demonstration value. The innovation of this study lies in constructing a comprehensive theoretical model that integrates the Technology Acceptance Model (TAM) and the Customer Satisfaction Model (CSM). This model includes seven latent variables: User Expectation, Perceived Quality, Perceived Usefulness, Perceived Ease of Use, Perceived Value, User Satisfaction, and User Loyalty. A questionnaire survey was conducted among the elderly in 5 pilot communities in Wuhan,and a total of 307 valid questionnaires were collected.Data analysis was performed using SPSS and AMOS software.The results show that:User Expectation has a positive impact on Perceived Quality;User Expectation has a positive impact on Perceived Value;Perceived Usefulness has a positive impact on User Satisfaction;Perceived Ease of Use has a positive impact on Perceived Usefulness;Perceived Quality has a positive impact on User Satisfaction;Perceived Value has a positive impact on User Satisfaction;and Satisfaction has a positive impact on User Loyalty. The results reveal key factors affecting the elderly’s satisfaction, providing new insights for smart elderly care research.

Key Words：

smart elderly care communities; elderly satisfaction; Technology Acceptance Model (TAM); customer satisfaction model