Quality of service in residences for the elderly. Analysis of a case in the Valencian Community

Abstract

Residences for the elderly have become a key service and are increasingly in demand by the elderly, who for different reasons end up living there; for this reason, knowing the degree of satisfaction of its residents becomes a key aspect in improving the quality of the service. This study evaluated the quality of the service provided to residents of a private residence for the elderly, through the application of a satisfaction survey, based on the SERVPERF model, which consisted of five dimensions: tangibles, reliability, responsiveness, assurance and empathy, as well as a new one, feeding. In order to evaluate the results, frequency distribution, means and standard deviation were carried out using a sample of 58 adults between may and june 2017. It could be seen, that the residents were generally satisfied with the service offered, in particular, the rooms, the employees and the visiting hours, although among some major causes of dissatisfaction were food and the fear of having their belongings stolen.