Have Elderly Individuals in Urban China Been Satisfied with Nursing Services during the COVID-19 Pandemic?

Shoujin Shan, Zhonggen Sun, Furong Zhang, Ruilian Zhang and Bingqing Yang
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Shoujin Shan: School of Marxism, Hohai University, Nanjing 211100, China
Zhonggen Sun: School of Public Administration, Hohai University, Nanjing 211100, China
Furong Zhang: School of Public Administration, Hohai University, Nanjing 211100, China
Ruilian Zhang: Sustainable Minerals Institute, The University of Queensland, Brisbane 4067, Australia
Bingqing Yang: School of Public Administration, Hohai University, Nanjing 211100, China

IJERPH, 2021, vol. 18, issue 20, 1-15

Abstract: Based on the customer satisfaction index model, we constructed an elderly care service satisfaction model that includes 5 latent variables and 16 observed variables. To analyze the degree of satisfaction of elderly individuals in nursing homes, we used structural equation model (SEM) to test the nursing service elderly satisfaction model. With the help of AMOS 22.0 software, we analyzed the degree of model fit and the behavioral relationships between the variables that affect the path. We found that the satisfaction of Chinese urban elderly individuals in nursing homes is at a moderate level, which is lower than the quality expected by elderly individuals. The customer satisfaction index model can be applied to assess satisfaction with nursing services. Furthermore, perceived quality and value have a significant impact on satisfaction.

Keywords: customer satisfaction index model; elderly satisfaction; nursing services; COVID-19; China (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
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