Abstract
The present study aimed to clarify category-specific aspects of service satisfaction for the Japanese elderly in the residential settings and to examine the relationships between the category-specific aspects of service satisfaction and overall service satisfaction. The research design is a cross-sectional survey with interviewing the residents in nursing and boarding homes for the Japanese elderly. The sample is a convenient one in Kinki area agreed to participate in this study. The questionnaire was completed by 121 individuals. The principal component analysis with varimax rotation confirmed four category-specific aspects of service satisfaction: Care Staff Attitude, Effectiveness of the Residential Care Program, Food and Bathing Services, and Facility Comfort. Result of the multiple regression analysis indicated that in particular Care Staff Attitude and Food and Bathing Services were significant factors affecting the overall service satisfaction. The practical implication is that not only food and bathing services but also staff care attitude are crucial in improving overall service satisfaction for the Japanese elderly in nursing and boarding homes.
