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Understanding the Perceived Service Quality by Residents in Assisted Living Facilities: A Qualitative Inquiry

Li, Jianwen
http://orcid.org/0000-0002-8417-2904
http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1587377140586973

Abstract Details

2020, Master of Science (MS), Ohio University, Hospitality and Tourism, College of Education.
Background: As the assisted living facilities (ALFs) supply expands, service quality and residents’ satisfaction become top priorities in gaining competitive advantages in the marketplace. It is important for ALF operators to understand the perceived service quality by their residents and then improve the service they provide. However, there is limited literature that focuses on exploring the residents’ perception of service quality in ALFs. Therefore, the purpose of this study is to understand the perceived service quality by residents based on the five SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance, and empathy) in ALFs. Method: A qualitative approach was adopted. One-on-one semi-structured interviews were conducted. Eight participants who lived in one ALF participated in this study. Content analysis was used to identify and present the significant aspects of participants’ responses based on the five dimensions of the SERVQUAL model. Findings: The study participants stated that the facility provided a home-like environment that made their stay in an ALF much happier and more meaningful. They also indicated a perception of high food quality through a variety of choices, offering substitutes, three meals a day, and satisfactory food. In terms of reliability, participants reported that providing a safe place and privacy made them realize the facility was dependable. Staff members showing concern and good attitudes generated participants’ perception of a sympathetic and reassuring facility. They pointed out a preference that the staff not only addressed their problems, informed them about the available activities, and responded to their requests efficiently but also carried them out thoughtfully and with emotional consideration. Participants perceived the staff as assuring because of their professionalism, politeness, and trustworthiness. All participants described satisfaction at receiving verbal and behavioral respect and attention from staff who knew their needs. In conclusion, all participants perceived that the staff was an essential factor in their satisfaction. Discussion and Conclusions: Staff attitudes, professionalism, and behaviors led to resident’s happiness and improved their quality of life when they lived in ALFs. The perception of facilities as having provided a home-like and empathic environment was particularly important because older adults who resided in ALFs spent the final years of their lives there, and the quality of service could also decrease the sense of loneliness for these residents. Thus, ALF practitioners can cooperate with hospitality management professionals to improve their service quality and make their facilities feel like a home for their residents. This study also offers perspectives and understandings for hospitality educators to create and operate new curriculums that align with senior living management from the viewpoint of a hospitality service philosophy.  
Sandy Chen (Advisor)
Julie Brown (Committee Member)
Yegan Pillay (Committee Member)
Beth VanDerveer (Committee Member)
103 p.
Behavioral Psychology; Gerontology; Marketing
perceived service quality; assisted living facilities; hospitality; qualitative inquiry

Recommended Citations

Citations

  • Li, J. (2020). Understanding the Perceived Service Quality by Residents in Assisted Living Facilities: A Qualitative Inquiry [Master's thesis, Ohio University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1587377140586973

    APA Style (7th edition)

  • Li, Jianwen. Understanding the Perceived Service Quality by Residents in Assisted Living Facilities: A Qualitative Inquiry. 2020. Ohio University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1587377140586973.

    MLA Style (8th edition)

  • Li, Jianwen. "Understanding the Perceived Service Quality by Residents in Assisted Living Facilities: A Qualitative Inquiry." Master's thesis, Ohio University, 2020. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1587377140586973

    Chicago Manual of Style (17th edition)

ohiou1587377140586973
590
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This open access ETD is published by Ohio University and OhioLINK.