[논문]Measuring Service Quality for Older Adults in Continuing Care Retirement Communities

Seo Sunhee

Measuring Service Quality for Older Adults in Continuing Care Retirement Communities 원문보기

Nutritional sciences, v.8 no.2, 2005년, pp.140 - 147

Seo Sunhee (Department of Food and Nutritional Sciences, Ewha Womans University)

Abstract ▼ AI-Helper

In order to promote foodservice for older adults, foodservice directors in Continuing Care Retirement Communities (CCRCs) must identify the dimensions used by residents to evaluate the service quality of dining service. A multidimensional measure of perceived service quality was developed based on residents' responses about their experiences with dining service. A survey was administered to residents in two CCRCs. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and service skills, dining room employee's safety and cleanliness, and systemization of service delivery process. A new dimension that reflects residents' concern for the dining mom employees' safety and cleanliness also emerged. 1bis study points to areas of improvement for food quality and dining room employee's safety and cleanliness.

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문제 정의

In order to promote foodservice for older adults, a service provider (foodservice director) must first identify the dimensions used by residents to evaluate the service quality of the dining service in CCRCs. The focus of this study is to better understand service quality dimensions. Thus, the purpose of the study is to identify the dimensions of service quality in foodservice for older adults.
28) Personal hygiene and food sanitation/food handling skills are important aspects of service quality which is not captured by the original SERVQUAL scale. This study focused on the measurement of perceived service quality rather than gap analysis. Residents were asked to rate their perception of dining service in CCRCs.
However, SERVQUAL instruments did not address other important components of service quality such as the service product. This study made an effort to develop an empirical model of service quality to understand the determinants of perceived service quality. Service quality evaluations in this study involved both the outcome and process of service delivery, in other words, food quality attributes and service quality attributes.
The focus of this study is to better understand service quality dimensions. Thus, the purpose of the study is to identify the dimensions of service quality in foodservice for older adults.

가설 설정

Sureshchandar, Rajendran, and Kamalanabhan identified five factors of service quality as critical from the customers' point of view.H) These factors are: (1) core service or service product; (2) human element of service delivery; (3) systematization of service delivery: nonhuman element; (4) tangibles of service; (5) social responsibility.

제안 방법

Service quality evaluations in this study involved both the outcome and process of service delivery, in other words, food quality attributes and service quality attributes. Based on the results of principal component analysis, this study identified four dimensions: food quality, dining room employee's attitude and skills, dining room employee's safety and cleanliness, and systemization of service delivery process.
A response rate of 69% was obtained from the independent living residents. Based on the results of the pilot test, three measurement items were deleted for the reliability of items and clarity of statements.
Data collected from ±e two CCRCs were aggregated for statistical analysis. Descriptive analysis was performed to identify the demographic profile of the residents and ratings of food and service quality attributes. Exploratory fa가or analysis (principal component analysis) was conducted to examine the dimensionality of service quality.
The administrators and foodservice directors whose facilities were selected for the study were contacted and asked to participate. Prior to conducting survey, the researcher visited two CCRCs to discuss the administration procedure. Both independent living unit directors and foodservice directors of two CCRCs and the researcher agreed to use the newspaper which is delivered regularly to the CCRC residents.
The review of literatures reveals the dynamics of foodservice management for the older adults and conceptualization and measurements of service quality. Results of several research studies have been reported regarding assessing and managing foodservice.

대상 데이터

As a pilot test, the questionnaire was distributed to residents of one CCRC in Mid-westem State in America. A total of 107 questionnaires were distributed and 74 questionnaires were completed.
If foodservice directors administer service quality surveys at different times, it will be a valuable tool for the continuous quality improvement. The findings of this study were collected from two CCRCs in Mid-western State in America and the response rate was low. Thus, the sample of this study limits the generalizability of the findings to other parts of the foodservice industry.
The instrument consisted of 18 service quality measurement items. Items were adapted from Fu and Parks; Lee, Shanklin, and Johnson; and Seo and Shanklin.
The response rate of the final sample was 14% (327/2150). The participants of this study were predominantly females (206 females and 92 males). The majority (66%) of respondents had completed some college or earned a college degree.

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