A comparative study of resident, family, and administrator expectations for service quality in nursing homes.
This article compares the service quality expectations of residents, family, and administrators within a long-term-care context. Expectations for service quality are measured using the SERVQUAL scale. The results support the reliability of the SERVQUAL instrument for nursing home residents. Resident expectations were significantly different from administrators' expectations on all dimensions of quality. The findings are interpreted in terms of expectation formation and the nature of service encounters.
Duffy
J A
JA
Department of Management and Marketing, Sam Houston State University, Huntsville, Texas, USA.
Duffy
M
M
Kilbourne
W E
WE
D000704:Analysis of Variance; D001291:Attitude of Health Personnel; D003258:Consumer Behavior / Q000706:statistics & numerical data*; D005190:Family / Q000523:psychology; D005260:Female; D006270:Health Facility Administrators / Q000523:psychology; D006801:Humans; D007297:Inpatients / Q000523:psychology; D008134:Long-Term Care / Q000592:standards*; D008297:Male; D009735:Nursing Homes / Q000592:standards*; D011787:Quality of Health Care / Q000145:classification*; D015203:Reproducibility of Results; D012938:Social Perception; D011795:Surveys and Questionnaires; D014481:United States