%0 Journal Article
%T The Measurement of Service Quality in Elder Care House with Servqual
%A Hamza KUZUCU
%A Suna £¿ET£¿N
%J -
%D 2019
%X Changing birth and mortality rates shape the population structure. Life span is also prolonged due to reduction in mortality and fertility rates. Therefore, there has been a transition from young age groups to older age groups. The most important factor in the increase in the number of elderly population is the decrease in fertility. In addition, changes in the family structure have increased the need for elderly care homes. Providing care for the elderly is an extremely complex and difficult service. It is necessary that the people who provide care must have improved patience, compassion, sufficient information and equipment for providing care. The quality of the service that is provided must be satisfactory for the individuals, and for their families -if any. In this study, the Servqual Scale was employed for the purpose of measuring the quality of the service that is provided in three different Public Nursing Homes located in Ankara. The differences between the perceived service quality and the expected service quality were measured by using questionnaires on individuals. In the questionnaire, which consisted of three sections, the first part included the demographic data, the second section included the questions that aimed to measure the perceived quality, and the third section included the questions that aimed to measure the expected quality. In addition, the satisfaction status about the service quality of the residents in these three Nursing Homes was evaluated in terms of genders and education levels. As a result of the study, it is observed that the residents of three nursing homes were generally satisfied with the service; however, (A) the elderly nursing home residents are not satisfied with the service in terms of empathy. When evaluated according to gender, it is observed that women were satisfied with the service they received in the elderly nursing home and men were not satisfied with the services they received; however, in both the B and C elderly nursing homes both women and men were satisfied with the service they received. When the assessment is made due to education; it is concluded that primary school and university graduates in Nursing home A were satisfied with the service they received in A nursing home, but secondary and high school graduates were not satisfied. In four groups due to graduation in B nursing home was satisfied with the service they received, primary school and secondary school graduates in C nursing home were not satisfied with the service they received.When the nursing home was evaluated together, it is seen
%K Hizmet kalitesi
%K Servqual
%K Ya£¿l£¿ bak£¿mevi
%K Ya£¿l£¿ bak£¿m£¿
%U http://dergipark.org.tr/sujest/issue/43923/540783