Quality of Services in the Comprehensive Rehabilitation Centers for Individuals with ID: A Descriptive Study using SERVQUAL Model

Abstract

This study aimed to investigate the quality of services in the comprehensive rehabilitation centers for individuals with ID using the SERVQUAL model. 128 parents of people with disabilities who benefited fromcomprehensive rehabilitation centers. An online questionnaire was used to collect data from the target parents. For thisstudy, quantitative survey research was employed. The independent variable is the quality of services, while thedependent variable is the SERVQUAL model. According to the evaluation of parents, results indicated a gap betweenwhat was perceived and what was expected quality of services in the comprehensive rehabilitation centers (in alldimensions) in light of the SERVQUAL model for persons with intellectual disabilities. It is concluded that theSERVQUAL model was a good model to investigate the quality of services in the comprehensive rehabilitation centersfor individuals with ID