Organizational determinants of service quality in nursing homes.
This study analyzed four prominent organizational factors thought to influence service quality in nursing homes. Perceptions of service quality were collected from over 400 family members who regularly visited residents in 41 nursing homes. Service quality was measured along five dimensions identified by marketing research on customers in service industries. These five dimensions were responsiveness, reliability, assurance, empathy, and tangibles. Perceptions of service quality exhibited significant associations with each of the four organizational factors: ownership, funding mix, facility size, and nurse staffing. Implications for health services administration are discussed.
Steffen
T M
TM
Concordia University Wisconsin, Mequon 53097, USA.
Nystrom
P C
PC
D003258:Consumer Behavior / Q000706:statistics & numerical data*; D005382:Financing, Personal; D019538:Health Care Surveys; D006276:Health Facility Size; D006801:Humans; D019458:Insurance Coverage; D008484:Medicaid; D015146:Midwestern United States; D009740:Nursing Staff / Q000600:supply & distribution; D010067:Ownership; D010561:Personnel Staffing and Scheduling; D011368:Professional-Family Relations; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D012866:Skilled Nursing Facilities / Q000458:organization & administration / Q000592:standards* / Q000706:statistics & numerical data; D011795:Surveys and Questionnaires; D014481:United States