Process and structure: Service satisfaction and recommendation in a community-based elderly meal service in Shanghai

Authors

Lin Chen
Minzhi Ye, The University of Texas Rio Grande ValleyFollow
Eva Kahana

Document Type

Article

Publication Date

9-2023

Abstract

Informed by Donabedian’s quality-of-care framework, this study aims to examine elderly clients’ service satisfaction and service recommendation for community-based meal services in Shanghai. We analyzed secondary survey data from randomly sampled elderly clients of a community-based meal service in the old Jing’an District in Shanghai (N= 690). Quality of food and caregivers’ attitudes were key to respondents’ service recommendation while tidiness of tableware and interactions with caregivers were positively related to their service satisfaction. Overlaps and differences between structure and process factors are discussed. We also provide tailored policy recommendations.

Comments

Original published version available at https://doi.org/10.1080/08959420.2019.1704132

https://www.tandfonline.com/share/YWBNTTVAUAUB5MT6DXDP?target=10.1080/08959420.2019.1704132

Recommended Citation

Chen, L., Ye, M., & Kahana, E. (2023). Process and structure: Service satisfaction and recommendation in a community-based elderly meal service in Shanghai. Journal of Aging & Social Policy, 35(5), 631-647. https://doi.org/10.1080/08959420.2019.1704132

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License

Publication Title

Journal of Aging & Social Policy

DOI

10.1080/08959420.2019.1704132