| Abstract [eng] |
Master’s thesis analyzes old age customer satisfaction with services provided by retirement home. Old people satisfaction with services provided by the retirement home is not well studied subject so problematic questions are – are the inhabitants happy with quality and the range of services provided by retirement home? The aim is to evaluate Klaipėdas city retirement home inhabitant’s satisfaction of services provided to them. The goal of this thesis: 1. To analyze the phenomenon of care and services in today's public service system. 2. To analyze quality of residential facilities infrastructure in Lithuania. 3. To investigate nursing home residents satisfaction levels. The study uses the following methods: analysis of legal documents, scientific literature analysis, interviews, statistical analysis. The work consists of three parts, at the end of the thesis is the findings summary, references that were used and questionnaire that were used. The first part analyzes the theoretical aspect of the institutionalized elderly, as a specific public service, which includes: Care phenomenon and service in today's public service system; Institutionalized care services management: opportunities and risks; Satisfaction with public services and the determination of methodological problems; Residential care quality and satisfaction with services. The second part of thesis describes the quantitative research methodology, provides an analysis of the study results, performed statistical rationing. The results showed that most respondents are satisfied with the Klaipeda city nursing home household conditions. The second place in terms of satisfaction were the assistance and supervision, third - order and organization of activities scale. Respondents evaluated the services and quality at around 9 points. |
