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Lee and Ji: Development of an Evaluation Instrument for Service Quality in Nursing Homes
Original Article
Journal of Korean Academy of Nursing

Journal of Korean Academy of Nursing 2011; 41(4): 510-519.

Published online: 31 August 2011

DOI: https://doi.org/10.4040/jkan.2011.41.4.510

Development of an Evaluation Instrument for Service Quality in Nursing Homes

Jia Lee1, Eun Sun Ji2

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 20 April 2010       Accepted 4 August 2011

© 2011 Korean Society of Nursing Science

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

Figures and Tables

Table 1
Different Perspectives of the Participants in Factors of Service Quality at Nursing Homes (N=40)
jkan-41-510-i001
Table 2
General Characteristics of Nursing Homes (N=151)
jkan-41-510-i002
Table 3
Factor Loadings on Items of the Instrument
jkan-41-510-i003
Table 4
Scores on Items of the Instrument (N=151)
jkan-41-510-i004

Notes

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

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