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Centre for Policy on Ageing | |
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| Cross national study of perceived service quality in long-term care facilities | | Author(s) | Jo Ann Duffy, Michael Duffy, William Kilbourne |
| Journal title | Journal of Aging Studies, vol 11, no 4, Winter 1997 |
| Pages | pp 327-336 |
| Keywords | Nursing homes ; Long term ; Quality ; Performance ; Evaluation ; Residents [care homes] ; Attitude ; Cross national surveys ; United States of America ; United Kingdom. |
| Annotation | This cross-sectional study of 306 nursing home residents in the United States (US) and the United Kingdom (UK) examines the similarities and differences in their evaluation of service quality. Service quality was defined as the differences between expectations about the service and actual perceptions of the service delivered in terms of five dimensions: tangibles, assurance, empathy, reliability, and responsiveness. The SERVQUAL instrument (a Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality) was used to measure service quality. The two groups differed in their expectations for quality and their perceptions of service quality: US residents' ratings were lower in all respects. |
| Accession Number | CPA-970303011 A |
| Classmark | LHB: 4Q: 59: 5H: 4C: KX: DP: 3K: 7T: 8 |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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