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KMID : 1001320110380010227
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Social Welfare Policy
2011 Volume.38 No. 1 p.227 ~ p.246
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Influences of Service Quality on Service Satisfaction in the Long-term Care Service at Home: Centered on Home Help Service
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Park Jung-Ho
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Abstract
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This study was done to investigate influences of service quality on service satisfaction in the long-term care service centered on home help service. Four service quality factors and service quality variables were used for this study. 121 cases were analyzed, which were surveyed by convenient sampling in Seoul Megalopolitan Area. In the results, were more satisfied the elderly without wife or husband than the elderly with wife or husband, the elderly received only home help service than home help service and home bath service. Reliability, responsiveness, empathy factors influenced service satisfaction positively in sequence. Positiveness in problem-solving, emergency coping, easiness in consulting, economic burden reduction, implementation of long-term care plan influenced service satisfaction positively. Re-training for service provider, expansion of long-term care network, proper service price and improvement of grade decision scheme and increase of service types can be needed as policy alternatives. Establishing long-term care management system including care manager seems to be necessary.
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KEYWORD
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long-term care service, home help service, service quality factor, service quality variable, service satisfaction.
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