This article reports one of the first known studies which examine the association between cognitive factors and older people’s satisfaction with residential care. These factors are conceptually related to but have seldom been examined in institutional care. They include perceived service performance, service expectation, expectancy disconfirmation (operationalized as the difference between service expectation and perceived performance), perceived care need, and care need fulfillment. Face-to-face interviews were conducted with Chinese Hong Kong residents from 11 government-funded long-term care homes randomly and proportionately selected from two strata based on facility size. Finally, 405 residents were successfully interviewed. Path analysis revealed that perceived performance, expectancy disconfirmation, and being female predicted residents’ satisfaction with care. Perceived care need and care need fulfillment exerted an indirect effect on residents’ satisfaction through perceived performance. It is suggested that cognitive factors as perceived by the residents be included as predictors of resident satisfaction in long-term care.
AkamigboA. B.WolinskyF. D. (2006). Reported expectation for nursing home placement among older adults and their role as risk factors for nursing home admissions. The Gerontologist, 46, 464-473.
2.
AtherlyA.KaneR. L.SmithM. A. (2004). Older adults’ satisfaction with integrated capitated health and long-term care. The Gerontologist, 44, 348-357.
3.
BergmanB.KlefsjoB. (1994). Quality from customer needs to customer satisfaction. London: McGraw-Hill.
4.
BradshawJ. (1977). The concept of social need. In FitzeraldM.HalmosP.MuniceJ.ZeldinD. (Eds.), Welfare in action (pp. 33-36). London: Routledge & Kegan Paul.
5.
ByrneB. M. (1998). Structural equation modeling with LISERL, PRELIS, and SIMPLIS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum.
6.
CastleN. G. (2007). A review of satisfaction instruments used in long-term care settings. Journal of Aging and Social Policy, 19(2), 9-41.
7.
CastleN. G.LoweT. J.LucasJ. A.RobinsonJ. P.CrystalS. (2004). Use of resident satisfaction surveys in New Jersey nursing homes and assisted living facilities. Journal of Applied Gerontology, 23, 156-171.
Census and Statistics Department, Hong Kong SAR Government. (Aug2010). Monthly Digest of Statistics Special Feature: Hong Kong Population Projections 2010-2039. Hong Kong: Author.
10.
Census and Statistics Department, Hong Kong SAR Government. (2005). Thematic Household Survey (Report No. 21). Hong Kong, People’s Republic of China: Author.
11.
ChiI.BoeyK. W. (1992). Validation of measuring instruments of mental health status of the elderly in Hong Kong. Hong Kong, People’s Republic of China: Department of Social Work and Social Administration, University of Hong Kong.
12.
ChongA. M. L. (2003). Validating the accuracy of the resident satisfaction measure. Journal of Cross-Cultural Gerontology, 18, 203-226.
13.
ChongA. M. L.ChiI. (2001). The construction and validation of a scale of consumer satisfaction with the aged home service in Hong Kong. Journal of Interprofessional Care, 15, 223-234.
14.
ChongA.KwanA. (2001). The satisfaction, intergenerational relationship and decision making of the institutionalized elderly: A comparison of Hong Kong, Guangzhou, Shanghai and Beijing. Hong Kong, People’s Republic of China: Department of Applied Social Studies, City University of Hong Kong.
15.
ChouS. C.BoldyD. P.LeeA. H. (2001). Measuring resident satisfaction in residential aged care. The Gerontologist, 41, 623-631.
16.
ChouS. C.BoldyD. P.LeeA. H. (2002). Resident satisfaction and its components in residential aged care. The Gerontologist, 42, 188-198.
17.
DuffyJ. A.DuffyM.KilbourneW. (1997). Cross national study of perceived service quality in long-term care facilities. Journal of Aging Studies, 11, 327-336.
18.
EjazF. K.CastleN. G. (2007). Resident satisfaction with long-term care services. Journal of Aging and Social Policy, 19(2), 1-8.
19.
EllmerR.OlbrischM. E. (1983). The contribution of a cultural perspective in understanding and evaluating client satisfaction. Evaluation and Program Planning, 6, 275-281.
20.
FarandaW. T. (1996). Customer participation in service production: An empirical assessment of the influence of realistic service previews. Unpublished doctoral dissertation, Arizona State University, Phoenix.
21.
GotliebJ. B.GrewalD.BrownS. W. (1994). Consumer satisfaction and perceived quality: Complementary or divergent constructs?Journal of Applied Psychology, 79, 875-885.
22.
HayesB. E. (1992). Measuring customer satisfaction: Development and use of questionnaires. Milwaukee, WI: ASQC Quality Press.
23.
HiggsP. F. D.MacDonaldL. D.MacDonaldJ. S.WardM. C. (1998). Home from home: Residents’ opinions of nursing homes and long-stay wards. Age and Ageing, 27, 199-206.
24.
JoinerC. M.FreudigerP. T. (1993). Male and female differences in nursing adjustment and satisfaction. Journal of Gerontological Social Work, 20(3/4), 71-85.
25.
KaneR. A.CaplanA. L.Urv-WongE. K.FreemanI. C.AroskarM. A.FinchM. (1997). Everyday matters in the lives of nursing home residents: Wish for and perception of choice and control. Journal of the American Geriatrics Society, 45, 1086-1093.
26.
KotlerP. (1982). Marketing for nonprofit organizations. Eaglewood Cliffs, NJ: Prentice-Hall.
27.
KruzichJ. M.ClintonJ. F.KelberS. T. (1992). Personal and environmental influences on nursing home satisfaction. The Gerontologist, 32, 342-350.
28.
LeeL. Y. K.LeeD. T. F.WooJ. (2005). Predictors of satisfaction among cognitively intact nursing home residents in Hong Kong. Research in Nursing & Health, 28, 376-387.
29.
LevkoffS.DeShaneM. R. (1979). Evaluation of service by clients: An idea whose time is yet to come. Journal of Gerontological Social Work, 2(1), 55-65.
30.
LockerD.DuntD. (1978). Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care. Social Science and Medicine, 12, 283-292.
31.
MartinL. L.KettnerP. M. (1996). Measuring the performance of human service programs. Thousand Oaks, CA: Sage.
32.
OliverR. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
33.
OliverR. L.DeSarboW. S. (1988, March). Response determinants in satisfaction judgements. Journal of Consumer Research, 14, 495-507.
34.
ParasuramanA.ZeithamlV. A.BerryL. L. (1988, Spring). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-41.
35.
SikorskaE. (1999). Organizational determinants of resident satisfaction with assisted living. The Gerontologist, 39, 450-479.
36.
SmithM. A.Schussler-FiorenzaC.RockwoodT. (2006). Satisfaction with care. In KaneR. L. (Ed.), Understanding health care outcome research (pp. 185-219). Sudbury, MA: Jones and Bartlett.
StrakerJ. K.EjazF. K.McCarthyC.JonesJ. A. (2007). Developing and testing a satisfaction survey for nursing home residents. Journal of Aging and Social Policy, 19(2), 83-105.
39.
TseD. K.WiltonP. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25, 204-212.
40.
UmanG. C.UrmanH. N. (1997). Measuring consumer satisfaction in nursing home residents. Nutrition, 13, 705-707.
41.
WuA. M. S.TangC. S. K.YanE. C. W. (2004). Psychosocial factors associated with acceptance of old age home placement: A study of elderly Chinese in Hong Kong. Journal of Applied Gerontology, 23, 487-504.
42.
YehS. H.SehyY. A.LinL. W. (2002). The quality of nursing home care in Taiwan. Journal of Gerontological Nursing, 28(8), 13-21.
43.
YiY. (1990). A critical review of consumer satisfaction. In ZeithamlV. A. (Ed.), Review of marketing (pp. 68-121). Chicago: American Marketing Association.
