Jia Lee; Eun Sun Ji

doi:10.4040/jkan.2011.41.4.510

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Original Article
Development of an Evaluation Instrument for Service Quality in Nursing Homes: Jia Lee, Eun Sun Ji; Journal of Korean Academy of Nursing 2011;41(4):510-519.
DOI: https://doi.org/10.4040/jkan.2011.41.4.510
Published online: August 31, 2011

¹Associate Professor, College of Nursing Science, East-West Nursing Institute, Kyung Hee University, Seoul, Korea.

²Research Fellow, College of Nursing Science, Kyung Hee University, Seoul, Korea.

Address reprint requests to: Lee, Jia. College of Nursing Science, Kyung Hee University, 1 Hoegi-dong, Dongdaemun-gu, Seoul 130-701, Korea. Tel: +82-2-961-0894, Fax: +82-2-961-9398, leejia@khu.ac.kr

• Received: April 20, 2010 • Accepted: August 4, 2011

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Abstract
NOTES
REFERENCES

Abstract

Purpose
The purposes of this study were to identify the factors influencing service quality in nursing homes, and to develop an evaluation instrument for service quality.
Methods
A three-phase process was employed for the study. 1) The important factors to evaluate the service quality in nursing homes were identified through a literature review, panel discussion and focus group interview, 2) the evaluation instrument was developed, and 3) validity and reliability of the study instrument were tested by factor analysis, Pearson correlation coefficient, Cronbach's α and Cohen's Kappa.
Results
Factor analysis showed that the factors influencing service quality in nursing homes were healthcare, diet/assistance, therapy, environment and staff. To improve objectivity of the instrument, quantitative as well as qualitative evaluation approaches were adopted. The study instrument was developed with 30 items and showed acceptable construct validity. The criterion-related validity was a Pearson correlation coefficient of .85 in 151 care facilities. The internal consistency was Cronbach's α=.95.
Conclusion
The instrument has acceptable validity and a high degree of reliability. Staff in nursing homes can continuously improve and manage their services using the results of the evaluation instrument.
Keywords: Skilled nursing facility; Quality; Instrument

The work was supported by the Korea Research Foundation Grant funded by the Korea Government (MOEHRD, Basic Research Promotion Fund) (KRF-2007-E00289).

REFERENCES

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Table 1

Different Perspectives of the Participants in Factors of Service Quality at Nursing Homes (N=40)

Table 2

General Characteristics of Nursing Homes (N=151)

Table 3

Factor Loadings on Items of the Instrument

Table 4

Scores on Items of the Instrument (N=151)

Figure & Data

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