Service Quality Measurement of Elder Care Houses: Servqual Application

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Kuzu A., Sevinç Altaş S.

IOSR Journal of Business and Management, cilt.18, sa.4, ss.44-49, 2016 (Hakemli Dergi)

• Yayın Türü: Makale / Tam Makale
• Cilt numarası: 18 Sayı: 4
• Basım Tarihi: 2016
• Doi Numarası: 10.9790/487x-1804034449
• Dergi Adı: IOSR Journal of Business and Management
• Derginin Tarandığı İndeksler: EBSCO Education Source
• Sayfa Sayıları: ss.44-49
• Açık Arşiv Koleksiyonu: AVESİS Açık Erişim Koleksiyonu
• İstanbul Üniversitesi-Cerrahpaşa Adresli: Hayır

Özet

Abstract:

In our ageing World, multidisciplinary researches related with various fields of demographic ageing are needed to be increased and promoted. Besides the demographic data, collecting and analyzing specific data about the requirements and expectations of elderly supports the development of efficient policies. The quality and organization of elder care services is one of the most important topics of today’s societies’ agenda. The first step of improving the quality of elder care services is to measure the quality of the already given services. The purpose of this study is to measure the quality of the already presented services to elderly in care homes. In order to realize this purpose, the “Servqual” service quality measurement tool, which is based on comparing the expectation and perception scores of the services users, was used. The sample group of the study consists of 1086 elderly residents from 38 rest homes which are operated by the government, in 16 provinces of Turkey.

Keywords:Ageing, elder care, care home,Servqual, service quality