Browse > Article
http://dx.doi.org/10.5762/KAIS.2019.20.5.456

A Study on the Influence of the Quality of the Care Service of the Caregivers in a Nursing Hospital for the Elderly in the Intent of Reuse: Focusing on Chinese-Korean Caregivers  

Song, In Sik (Dept. of International and Multicultural Studies)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.20, no.5, 2019 , pp. 456-467 More about this Journal
Abstract
The rapid aging of South Korea is causing difficulties in meeting the man-power demands for the increasing number of elderly nursing hospitals. To cope with this gap in supply and demand, more foreign workers are now being hired to provide elderly care services. The purpose of this study is to examine the influence of the quality of the care services provided by foreign caregivers in nursing hospitals for the elderly. For this purpose, the researcher surveyed 249 senior citizens who are receiving care services from Chinese-Korean caregivers in six elderly nursing hospitals in Seoul and Gyeonggi region. The data collected from the survey were analyzed through SPSS and AMOS. The result of the analyses showed that, first, the quality factors of the care services of the caregivers at elderly nursing hospitals, such as reliability, responsibility, empathy, formality, and expertise, all turned out to have a positive correlation with the trust in, satisfaction with, and intent to revisit the institute. Second, thefluencing factors for the qualities of the care services by Chinese-Korean care givers in elderly nursing hospitals included responsiveness, materiality, and expertise, while the factors that influenced satisfaction with significance included trust, materiality, and expertise. Also, the trust in and satisfaction with the institution both influenced the intent of revisit in a positive manner. Third, the indirect effect of trust in the relationship between the quality of the care services by the Chinese-Korean care givers and satisfaction, appeared in all independent variable except for responsiveness, which was a factor of the quality of the care services. And, it was also shown that the satisfaction level had an indirect effect in the relationship between trust and revisiting intent. The result of this study implicates that, in order to cause the quality of the care service by the Chinese-Korean care givers in elderly nursing hospitals to increase the revisit rate, it would be necessary to provide a strategy to increase the levels of trust and satisfaction through a higher quality level of care services.
Keywords
Elderly Nursing Hospitals; Chinese-Korean Caregivers; Quality of The Care Service; Intent of Reuse; Trust; Satisfaction;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 P. England, M. Budig, N. Folbre, "Wages of virtue: The relative pay of care work", Social problems , Vol.49, No.4 pp. 455-473, 2002. DOI: https://doi.org/10.1525/sp.2002.49.4.455   DOI
2 P. England, "Emerging theories of care work", Annual Review of Sociology , Vol.31, No.1 pp. 381-399, 2005. DOI: https://doi.org/10.1146/annurev.soc.31.041304.122317   DOI
3 E. T. Powers, N. J. Powers, "Should government subsidize caregiver wages? Some evidence on worker turnover and the cost of long-term care in group homes for persons with developmental disabilities", Journal of Disability Policy Studies, Vol.21, No.4 pp. 195-209, 2011. DOI: https://doi.org/10.1177/1044207310389176   DOI
4 Ministry of Health & Welfare, The first nursing care provider qualification examination carried out. Ministry of Health & Welfare, 2010.
5 B. I. Park, A study on the influence of care-givers' knowledge of and attitude toward elders with dementia over care-giving practice : comparison between Korean and Chinese-Korean care-givers. Master's Thesis, Hanyang University of Korea, pp. 21-26, 2010.
6 S. H. Kim, Affecting factors to reusing will on Long term home care service organization. Ph.D dissertation, Daegu Haany University of Korea, pp. 33-34, 2013.
7 R. M. Morgan, S. D. Hunt, "The commitment-trust theory of relationship marketing", The journal of marketing , Vol.58, No.3 pp. 20-38, 1994. DOI: https://doi.org/10.1177/002224299405800302   DOI
8 E. A. Baumann, R. C. Prus, "Making sales: Influence as interpersonal accomplishment", Contemporary Sociology, Vol.19, No.5 pp. 691, 1990 DOI: https://doi.org/10.2307/2072329   DOI
9 P. H. Schurr, J. L. Ozanne, "Influences on exchange processes: Buyers' preconceptions of a seller's trustworthiness and bargaining toughness", Journal of Consumer Research, Vol.11, No.4 pp. 939-953, 1985. DOI: https://doi.org/10.1086/209028   DOI
10 R. E. Anderson, "Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance", Journal of Marketing Research , Vol.10, No.1 pp. 38-44, 1973. DOI: https://doi.org/10.2307/3149407   DOI
11 R. A. Westbrook, J. W. Newman, "An analysis of shopper dissatisfaction for major household appliances", Journal of Marketing Research, Vol.15, No.3 pp. 456-466, 1978. DOI: https://doi.org/10.2307/3150594   DOI
12 R. L. Oliver, "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research , Vol.17, No.4 pp. 460-469, 1980. DOI: https://doi.org/10.2307/3150499   DOI
13 R. L. Oliver, "Measurement and evaluation of satisfaction processing retail setting", Journal of Retailing, Vol.57 pp. 25-48, 1981.
14 S. M. Lee, Influence of care worker's service quality on the quality of life of the homebound elderly under long-term care: The moderating effect of caregiving burden of caregivers. Ph.D dissertation, Seoul Hanyoung University of Korea, pp. 30-32, 2015.
15 P. Naude, F. Buttle, "Assessing relationship quality", Industrial Marketing Management , Vol.29, No.4 pp. 351-361, 2000.   DOI
16 L. L. Berry, "Relationship marketing of servicesgrowing interest, emerging perspectives", Journal of the Academy of Marketing Science, Vol.23, No.4 pp. 236-245, 1995. DOI: https://doi.org/10.1177/009207039502300402   DOI
17 J. F. Engel, R. D. Blackwell, P. W. Miniard, Consumer Behavior (8th ed). New York: The Dryden Press, 1995.
18 P. M. Doney, J. P. Cannon, "An examination of the nature of trust in buyer-seller relationships", The Journal of Marketing, Vol.61, No.2 pp. 35-51, 1997. DOI: https://doi.org/10.1177/002224299706100203   DOI
19 H. W. Lee, K. S. Ha, "Research on the decision factor in customer loyalty in securities companies : Focusing on reliability and customer satisfaction's moderating effects", Journal of Korea Academia-Industrial cooperation Society, Vol.16, No.3 pp. 1832-1843, 2015. DOI: https://doi.org/10.5762/kais.2015.16.3.1832   DOI
20 J. J. Cronin, S. A. Taylor, "Measuring service quality: a reexamination and extension", The Journal of Marketing, Vol.56, No.3 pp. 55-68, 1992. DOI: https://doi.org/10.1177/002224299205600304   DOI
21 B. Y. Kim, The effect of medical service quality on geriatric hospital on patient satisfaction, relationship quality and intention of reuse. Doctoral Thesis, Daegu Haany University of Korea, 2010.
22 S. J. Hwang, "The effects of medical service quality of the nursing hospital in Japan on the inpatients' satisfaction and reuse intention", The Journal of the Korea Contents Association , Vol.18, No.11 pp. 581-593, 2018.   DOI
23 D. W. Kim, Kim, S. M. Lee, "The relation of communication types of nurses, satisfaction on nursing services and intent to revisit the hospital perceived by patients admitted to comprehensive nursing care service", Journal of Korea Academia-Industrial cooperation Society, Vol.18, No.11 pp. 321-331, 2017.
24 M. L. Wang, Effects of medical service quality on trust, satisfaction, and behavior intentions: Focused on Chinese medical tourists in Korea. Master's Thesis, Sejong University of Korea, pp. 52-56, 2017.
25 J. Kwon, "Effects of selection factors of hospitals for the elderly upon satisfaction of patients and their intent of revisit and information by word of mouth", The Journal of the Korea Contents Association, Vol.11, No.10 pp. 301-311, 2011. DOI: https://doi.org/10.5392/jkca.2011.11.10.301   DOI
26 J. H. Kwon, E. J. Han, I. Y. Kang, "A analysis of relationships among quality, satisfaction and purchase intention perceived by home help service users", Korean Journal of Research in Gerontology, Vol.30, No.2 pp. 355-368, 2010.
27 H. K. Choi, "A Study on Direct Care Work as Emotional Labour in Nursing Facilities", Journal of Center for Social Welfare Research Yonsei University, Vol.29 pp. 113-138, 2011
28 S. H. Heo, Joseonjok' home-based care workers' emotion management and coping styles in Korea. Master's Thesis, Seoul National University of Korea, 2017.
29 Statistics Korea, 2016 elderly people statistics press release . 2016.
30 National Health Insurance, Statistical yearbook of long-term care insurance for the elderly. 2016.
31 S. Y. Hong, K. J. Kim, "A study of the acculturation meaning among Chinese-Chosun residential care attendants in long-term care settings", Korean Journal of Research in Gerontology, Vol.30, No.4 pp. 1263-1280, 2010.
32 H. J. Park, The meaning of care work and migrant domestic labor experiences. Ph.D dissertation, Ewha Womans University of Korea, pp. 3-5, 2009.
33 S. Y. Kim, "A study on the labor experiences of care service workers: Focused on emotional labor and relation-based labor", The Women's Studies , pp. 103-136, 2012.
34 J. W. Lee, Social service electronic voucher. Seoul: Daetoung Press, 2008.
35 C. Gronroos, "A service quality model and its marketing implications", European Journal of Marketing, Vol.18, No.4 pp. 36-44, 1984. DOI: https://doi.org/10.1108/eum0000000004784   DOI
36 D. S. Hwang, J. Y. Youn, J. H. Youn, Analysis of social service industry labor market: Focusing on care services. Seoul: Korea Labor Institute, 2012.
37 A. Parasuraman, V. A. Zeithaml, L. L. Berry, "A conceptual model of service quality and its implications for future research", Journal of Marketing , Vol.49, No.4 pp. 41-50, 1985. DOI: https://doi.org/10.1177/002224298504900403   DOI
38 R. T. Rust, R. L. Oliver, Service quality: Insights and managerial implications from the frontier, in service quality: New directions in theory and practice, Ronald T. Rust and Richard L. Oliver, eds., Thousand Oaks, CA: Sage Publications, 1994. DOI: https://doi.org/10.4135/9781452229102.n1
39 J. J. Cronin Jr, S. A. Taylor, "SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality", Journal of Marketing , Vol.58, No.1 pp. 125-131, 1994. DOI: https://doi.org/10.4135/9781452229102.n1   DOI
40 V. A. Zeithaml, L. L. Berry, A. Parasuraman, "Communication and control processes in the delivery of service quality", Journal of Marketing , Vol.52, No.2 pp. 35-48, 1988. DOI: https://doi.org/10.1177/002224298805200203   DOI
41 J. H. Kum, K. S. Yoo, S. H. Kang, H. K. Shin, Promotion of Private Employment Service. Seoul: Korea Labor Institute, 2013.
42 S. J. Yoo, H. S. Jang, S. K. Bae, Establishment of supply and management system of manpower for daily life activities of care for elderly with long-term care. Korea Health Industry Development Institute, 2003.
43 Ministry of Health & Welfare, I'm going to make a hospital that does not have minister, minister, or caregiver. Ministry of Health & Welfare, 2013.
44 H. S. Ahn, "The problems of private employment care and the necessity of introducing a new nursing care system for inpatients", Health Policy Forum, Vol.11, No.1 pp. 58-62, 2013.