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dc.contributor.advisorWright, Gillian H.
dc.contributor.authorLapré, Frederik Albert Ludwig*
dc.date.accessioned2013-12-18T17:17:52Z
dc.date.available2013-12-18T17:17:52Z
dc.date.issued2013-12-18
dc.identifier.urihttp://hdl.handle.net/10454/5773
dc.description.abstractThis thesis is concerned with the quality of care for the elderly in nursing homes, responding to a critical social and demographic imperative. The aim of this study is to provide a service quality construct for nursing homes to increase client focus and satisfaction. The research is underpinned by the service quality literature. It utilises the SERVQUAL construct to explore the nature of service quality in nursing homes through semi-structured interviews with nursing home residents and resident's families. A service quality scale was constructed comprising six dimensions and 27 scale items capturing service delivery in nursing homes. This scale was purified through a survey of residents and family members (n=263). Through exploratory factor analysis, six importance and four experience factors were identified. Regression analysis was used to identify relationships between the factors, service quality and satisfaction. The results indicate that importance does not predict perceived quality, though experience of responsiveness and hospitality and courtesy and personal approach are indicators of service quality. Furthermore, quality emerges as a predictor of satisfaction. From these outcomes, a service quality construct was developed which comprises of service marketing and service quality dimensions. This thesis contributes to the construction of the concept of service quality in nursing homes, its dimensionality and thus the precursors of satisfaction. These have considerable implications for the management of nursing home services.homes, its dimensionality and thus the precursors of satisfaction. These have considerable implications for the management of nursing home services.en_US
dc.description.sponsorshipSodexo the Netherlandsen_US
dc.language.isoenen_US
dc.rights<a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/"><img alt="Creative Commons License" style="border-width:0" src="http://i.creativecommons.org/l/by-nc-nd/3.0/88x31.png" /></a><br />The University of Bradford theses are licenced under a <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/">Creative Commons Licence</a>.eng
dc.subjectNursing homeen_US
dc.subjectService qualityen_US
dc.subjectCareen_US
dc.subjectQualityen_US
dc.subjectPerformanceen_US
dc.subjectResident focusen_US
dc.subjectIndicatorsen_US
dc.subjectElderlyen_US
dc.titleService quality in nursing homes. A construct, measurement and performance model to increase client focus.en_US
dc.type.qualificationleveldoctoralen_US
dc.publisher.institutionUniversity of Bradfordeng
dc.publisher.departmentSchool of Managementen_US
dc.typeThesiseng
dc.type.qualificationnameDBAen_US
dc.date.awarded2012
refterms.dateFOA2018-07-19T12:31:25Z


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