Key Performance Indicators for Service Robotics in Senior Community-Based Settings

Abstract

Objectives: This study aims to develop performance indicators for service robotics in senior community-based environments and analyze their impact on independent living and quality of life for older adults. Methods: To achieve this, a sequential exploratory design within the Mixed Methods Research (MMR) framework was employed, integrating qualitative research (Focus Group Interview, FGI) and quantitative research (Analytic Hierarchy Process, AHP). The FGIs were conducted with a panel of six experts over three rounds, leading to the identification of six key performance indicators (KPIs) for service robotics in senior communities: Technical Performance, User-Centered Performance, Social and Psychological Impact, Ethical and Safety Performance, Economic and Operational Performance, and Service Efficiency. Following this, the AHP analysis was conducted with a final sample of 29 participants from an initial 32 respondents. Results: The AHP analysis results revealed that Technical Performance (rank 1, 0.256) was the most critical factor, followed by User-Centered Performance (rank 2, 0.205) and Social and Psychological Impact (rank 3, 0.167). These findings suggest that enhancing a user-friendly, intuitive UI/UX is essential for ensuring ease of use by older adults. Additionally, while Ethical and Safety Performance (rank 3, 0.139), Economic and Operational Performance (rank 4, 0.126), and Service Efficiency (rank 5, 0.105) had relatively lower importance scores, the study highlights the necessity of establishing optimized systems through ethical and safety standards and emphasizes that real-time monitoring systems play a crucial role in enhancing operational efficiency. Conclusions: Enhancing service robotics performance requires prioritizing technical capabilities and user-centered design, along with ethical standards and real-time monitoring. This study proposes a structured evaluation framework to support more effective robotic solutions in senior care environments.