Evaluation of service quality in the nursing home - nursing home elderly care and rehabilitation centers with structural equation modeling and dematel

With increasingly loneliness of older people and they failure to address their own needs, the importance of care which presented for them has increased. Nursing Home-Nursing Home Elderly Care and Rehabilitation Centers are one of the most important institutions involved in care and take into account the wishes and expectations of the older people and service meets these demands and expectations are of great importance. The purpose of this work, to determine which of the service quality factors are more important for older people based on the opinion of the remaining at Nursing Home-Nursing Home Elderly Care and Rehabilitation Centers connected T.R. Ministry of Family and Social Policies with Structural Equation Modeling. In addition, service quality factors were evaluated by the staff of Nursing Home-Nursing Home Elderly Care and Rehabilitation Centers and the relationship between factors and significance of thisfactors were analyzed with DEMATEL method. The study was made with a total of 230 older people and 32 staff remaning connected to Afyonkarahisar, Eskişehir and Kütahya Nursing Home-Nursing Home Elderly Care and Rehabilitation Centers. As a result of the study, Responsiveness and Assurance were identified as the most important factors for both the elderly and employees. Keywords: Nursing-Nursing Home Elderly Care and Rehabilitation Center, Service Quality, Structural Equation Modeling, DEMATEL