Perceived quality of service in elderly care services: Erzincan nursing home

As in many other fields, our world is undergoing radical changes in the traditional understanding of socialwork. Scientific and technological developments, which have been increasing day by day, have caused a change in the way people live. While large families, which are referred to as traditional family, have been replaced by nuclear families, it has been observed that women play an active role in working life. While there has been a decrease in the rural population with the migrations, there has been an increase in the urban population. There have been metamorphisms in the social, cultural structure of individuals. For all these reasons, there has been an increase in the demand for nursing homes and care centers for the protection, care and quality of life of people in need. This study is conducted to investigate the service quality perceptions of the residents of Erzincan 100th Year Atatürk Nursing Home Elderly Care and Rehabilitation Center, which is officially operating under the General Directorate of Disabled and Elderly Services of the Ministry of Family and Social Policies. In order to achieve this aim, face-to-face survey technique was applied and data were obtained from 45 nursing home residents. In this research, the data obtained from the sample was used in the SPSS package program by using the Servperf service quality scale, which is frequently encountered in the literature, in order to evaluate the residents' quality of service and to determine whether perceived service quality differs according to demographic characteristics. In this program, Mann-Whitney-u test, Kruskal Wallis test, t-test Frequency and percentage values, One-way analysis of variance tests were used. At the end of the study, in the analysis of the expressions used to determine the perception of the service quality of the residents according to the Likert scale, the residents expressed that they liked the physical facilities of the nursing home and the visual and use of the garden. In the analyzes conducted to determine whether the perception of service quality differs in terms of demographic characteristics, it was observed that there was no significant difference regarding the service quality perceptions of the elderly.