요양보호사의 서비스 질에 미치는 영향요인

Influencing Factors on Service Quality of Care Helpers Working for the Elderly in Long Term Care

Purpose: The purpose of this study was to verify influencing factors on service quality provided by care helpers working for the elderly in long term care. Methods: The data were collected using self-reported questionnaire from 221 care helpers working in long-term care facility or home care service center. The data were analyzed using multiple regression with the SPSS/WIN 17.0 program. Results: There were significant differences in service quality depending on the health status, intimacy level, pleasure level, job education, and turnover intention. Factors influencing service quality were gender, intimacy level with elderly, type of working place and job satisfaction with R2 value of 17.3%. The most influencing factor was intimacy level (β=.249), followed by job satisfaction (β=.208), gender (β=.170), and type of working place (β=.146). Conclusion: The results of this study indicate that the effort to improve the service quality of care helper should be focused on helping intimacy building between the elderly and the care helper. Also, a more effective way to improve service quality would be intervening for care helpers providing institutional care.