요양보호사의 노인에 대한 태도가 서비스 질에 미치는 영향

The Effect of Caregivers’s Attitude on Service Quality for the Elderly : Focused on the moderating effects of empathy ability

본 연구의 목적은 노인요양시설에서 돌봄서비스를 제공하는 요양보호사가 가지는 노인에 대한 태도가 서비스 질에 미치는 영향을 공감능력이 조절하는지 검증하기 위한 것이다. 연구를 위하여 부산광역시에 소재한 노인요양시설 15개소의 요양보호사 181명을 대상으로 자료를 수집하였다. 자료 분석방법으로는 기술통계, 상관관계분석, 다중회귀분석이 사용되었다. 연구결과를 요약하면, 요양보호사의 노인에 대한 태도가 서비스 질에 미치는 영향이 공감능력에 따라 달라지는 것으로 나타났다. 구체적으로 노인에 대한 태도(β=31, p<.001)와 공감능력(β=.49, p<.001)이 높을수록 서비스 질이 높은 것으로 분석되었다. 또한, 공감능력이 떨어질수록 노인에 대한 태도가 서비스 질에 더 영향을 미치는 것으로 나타나(β=-.13, p<.05) 공감능력의 조절효과를 확인할 수 있었다.

The purpose of this study is to see whether attitudes towards the elderly with caregivers to provide care services in long-term care facilities give what effect the quality of service, and attitude and quality of services for the elderly In the relationship, it is to verify whether represents empathy capacity effect of this adjustment in caregivers. For this reason, it is conducted a questionnaire survey of caregivers 181 people of long-term care facilities 15 facilities in Busan, in the data analysis methods, descriptive statistics, correlation analysis, multiple regression analysis was used. To summarize the results of the study, attitude to geriatric care protection mechanic influence on the quality of service has been found to be dependent on the sympathetic capabilities. Specifically, the attitude towards the elderly (β = 31, p <.001) and empathy capability (β = .49, p <.001) higher, it has been analyzed that there is a high quality of service. In addition, the more empathy ability is reduced, attitudes toward the elderly are shown to affect the quality of service (β = -.13, p<.05) confirmed the moderating effects of empathy ability. In this study, in the existing policy approach for enhancing the quality of caregivers protection services, it is significant in that it was examined for empathy ability as a more specific method. Also, it is possible to check the moderating effect of empathy capacity in relation to the quality of the attitude and services for geriatric caregivers, it can be enhanced empathy capacity in a realistic method that can improve the quality of service It provided the theoretical support for the service provided. Future studies, it is necessary to try to study the relationship between empathy capacity and quality of service including caregivers in long-term care facilities and other various areas, it is possible to influence the quality of service there is a need to study for various personal and environmental factors.