Perceived service quality, perceived value, overall satisfaction and happiness of outlook for long-term care institution residents

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Title:	Perceived service quality, perceived value, overall satisfaction and happiness of outlook for long-term care institution residents
Authors:	Lin, J.a, Hsiao, C.-T.b, Glen, R.c, Pai, J.-Y.d , Zeng, S.-H.
Contributors:	Department of Economics, Tunghai University
Keywords:	Long-term care;Long-term care institution;Overall satisfaction;Perceived service quality;Perceived value;SERVPERF model
Date:	2012
Issue Date:	2013-06-04T08:20:39Z (UTC)
Abstract:	Objective To investigate the psychometric properties and relationships of perceived service quality, perceived value and overall satisfaction for residents with respect to their long-term care institutions. Design The five-point Likert scale questionnaire administered through facetoface interviews. Setting Fourteen long-term care institutions located in central and southern Taiwan stratified according to services and accommodation population. Participants One hundred and eighty long-term institutional care residents. Main outcome measures Perceived service quality (the SERVPERF model), perceived value and overall satisfaction (models based on the literature on perceived value and satisfaction). Results Student's t-test on institutional location shows a significant difference between overall satisfaction for central and southern institution long-term care recipients. The correlation test revealed that the higher a resident's level of education, the higher the scores for perceived value. The factor loading results of confirmation factor analysis show acceptable levels of reliability and index-of-model fits for perceived service, perceived value and overall satisfaction. In addition, the results suggest that an additional construct, a positive attitude (happiness of outlook) towards long-term care institutions, is also an important factor in residents' overall satisfaction. Conclusion The primary goal of long-term institutional care policy in Taiwan, as in other countries, is to provide residents with practical, cost-effective but high-quality care. On the basis of the results of in-depth interviews with long-term institutional care residents, this study suggests long-term care institutions arrange more family visit days to increase the accessibility and interaction of family and residents and thereby increase the happiness of outlook of the residents. ? 2012 Blackwell Publishing Ltd.
Relation:	Health Expectations 2012
Appears in Collections:	[Department of Economics ] Periodical Articles

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