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Analysis of organizational effect on long-term care service quality perceived by older Koreans: Focusing on facility characteristics and organizational culture

Park， Sang-Hee 1,  Kim, Bum Jung 2

1국민건강보험공단 건강보험정책연구원
2중앙대학교

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ABSTRACT

This study aims to examine the organizational factors that influence service quality perceived by older clients by using hierarchical linear analysis. The organizational factors influencing the subjective service quality for older clients were classified into both institutional characteristics and organizational culture. For this purpose, the study collected data from 240 older clients and 200 careworkers who provide services in 45 long-term care facilities in Seoul between May 1, 2014 and October 31, 2014. The collected data were analyzed using HLM 7.0. The study found two significant results. First, it was confirmed that the service quality perceived by older clients was various depending on the organizational characteristics, and it was also found that the organizational variables set in this study significantly explain the difference of the service quality perceived by older clients. Second, among the organizational factors, the size of the facility and the group culture have a significant effect on the service quality perceived by older clients. Based on the results of this study, it suggests that organizational level variables should be considered as policy strategies in order to improve the service quality in long-term care facilities for older clients. It also emphasized the importance of differentiated service quality policies depending on the size of the facility and building a collective culture for careworkers at the facility level.

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