How service delivery shapes Aging in Place intention through service experience: evidence from older adults in Thailand

This study is grounded in Service-Dominant Logic and extends prior research on how environmental and experiential domains affect intention of Aging in Place (AIP) by examining how healthcare service delivery influences older adults’ service experiences and their intention to age in place. The study investigates the direct and indirect relationships among person–environment fit, social inclusiveness, digital interventions, service experience, perceived behavioral control, and AIP intention in the context of community-dwelling older adults in Bangkok. Data was collected via a structured questionnaire from 424 older adults, and Structural Equation Modeling (SEM) was employed to test the proposed relationships. The findings indicate that person–environment fit, and social inclusiveness positively influenced service experience, whereas digital interventions exhibited a significant negative relationship. Service experience significantly mediates the relationship between service delivery factors and perceived behavioral control, which in turn influences Aging in Place (AIP) intention. This study suggests that environmental and experiential domains of service design of Aging in Place are dependent on which healthcare service delivery is translated into behavioral intention through experiential mechanisms. The findings provide a means for designing healthcare service systems that strengthen Aging in Place outcomes.