Fourteenth International Conference on the Arts in Society

Abstract

In this study we examine the role of service quality in residents’ quality of life from the perspective of residents and their families. We go beyond a narrow definition of quality of care focused on outcomes to consider physical, mental, spiritual, environmental, community access, growth, and autonomy subdimensions, as well as how the services were provided (e.g., respect, gentleness). Given philosophical differences between traditional long term care and assisted living, we investigate differences in perceived service quality between respondents living in these two types of residence, as well as by health status. Using survey data from 118 respondents, we find that on a univariate basis, residents in assisted living reported higher service quality across all states of health. On a multivariate basis, controlling for age, gender, education and respondent type, service quality related to physical and mental health; support of daily routines; and autonomy were all significantly associated with quality of life. When considered separately by care model, how the services were provided was significant in quality of life in traditional long term care, while services related to physical and mental health; autonomy; and how the services were provided were significant to quality of life in assisted living. Subdimensions of service quality that were significant to the quality of life for residents with lower states of health were services related to physical and mental health; while subdimensions of service quality that were significant to residents with higher states of health were services related to autonomy. Implications are discussed.