Influence of service quality and customer perceived value on loyalty with mediating role of customer satisfaction private care service for the elderly in Harbin, China

Service quality is widely recognized as a critical differentiator in private elderly care facilities. This quantitative correlation study aimed to examine the influence of service quality and customer perceived value on customer loyalty, with a focus on the mediating role of customer satisfaction in the context of Chinese private elderly care institutions. Drawing on the SERVQUAL model and theory, the study developed and tested a comprehensive framework that incorporates both direct and mediating effects. Data were collected from 520 elderly residents across eight major private care institutions in H City, China, using structured questionnaires. Structural equation modeling SEM revealed significant direct effects of service quality on customer satisfaction