This study is aimed at clarifying the relation between dual commitment and service quality. A survey was conducted of 326 care workers who work for day-service centers for the elderly. First of all, service quality was compared according to the type of the commitment. As a result, it was the HH group that scored the highest. Next, commitment type proportions were compared according to each sub-dimension of service quality. As a result, it was the HH group which had the greatest proportion of high assessments. Finally, differences in the proportion of worker ability types were compared in facilities with a high level of user satisfaction. The HH group again turned out to have the greatest proportion of care workers of high commitment. From the above-mentioned results, organizational commitment and job commitment are not only major factors for the professional care worker individual at day-service center for the elderly, but they also suggest the necessity of the development of measures that elevate these for an organization.

View full abstract

The current study aimed to examine the relationships between the category-specific aspects of satisfaction (staff attitude, facility comfort, and food service) for residential service and the overall satisfaction by using structural equation modeling. The research design was a cross-sectional survey with interviewing the elderly in 17 nursing homes in the Kinki area that agreed to participate in the study. The participants were 113 residents of the nursing homes. The relationships between the category-specific aspects of satisfaction and the overall satisfaction were estimated by using a multiple indicator model. The results indicated that staff attitude was the most influential factor in affecting the overall satisfaction, and the facility comfort was also a significant factor. The practical implication is that not only facility comfort but also staff attitude are significant in improving the overall satisfaction for the residents in nursing homes.

View full abstract