Evaluating parents’ satisfaction and behavioural intentions towards community-based rehabilitation service

This is a research paper that presents an empirical investigation into the service experiences of parents at Community-Based Rehabilitation (CBR) centres. Using quantitative methods, the study evaluates key dimensions of service experience and their impact on parents’ satisfaction and behavioural intentions. The key dimensions include trainee orientation, performance orientation, inter-functional orientation, long-term orientation, employee orientation, and competitor orientation. These dimensions were identified as crucial dimensions of their service experience. The findings indicate that performance orientation and employee orientation have the strongest influence on parents’ satisfaction, highlighting the critical role of staff competency and service effectiveness in shaping perceptions. The questionnaires were distributed to the parents of the trainees. Through careful follow-ups with the centres, the data collection process resulted in 600 valid responses. The analysis revealed that all six dimensions were both reliable and valid, significantly contributing to improved service delivery, meeting trainees’ needs, and ensuring the sustainability of CBR centres. These dimensions also had a positive impact on parents’ satisfaction and behavioural intentions. This research addresses a gap in Malaysian research by exploring parents’ experience with CBR service. It also offers a framework for improving the management of rehabilitation services to better support persons with disabilities.