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American Journal of Medical Quality
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Quality Assessment in Nursing Home Facilities: Measuring Customer Satisfaction

Mollie M. Mostyn, BA

Parkside Associates, Inc, Park Ridge, Ill

Kathryn E.H. Race, MA

Teachers Academy for Mathematics and Science, Chicago, Ill

Jerry H. Seibert, MA

Parkside Associates, Inc, Park Ridge, Ill

Monica Johnson, MA

Parkside Associates, Inc, Park Ridge, Ill

A national study designed to assess the reliability and validity of a nursing home customer satisfaction survey is summarized. One hundred fifty-nine facilities participated, each responsible for the distribution and collection of 200 questionnaires randomly sent to the home of the resident's responsible party. A total of 9053 completed questionnaires were returned, for an average adjusted response rate of 53%. The factor analysis identified 4 scales: Comfort and Cleanliness, Nursing, Food Services, and Facility Care and Services, each with high reliability. Based on a multiple regression analysis, the scales were shown to have good criterion-related validity, accounting for 64% of the variance in overall quality ratings. Comparisons based on select characteristics indicated significantly different satisfaction ratings among facilities. The results are interpreted as providing evidence for the construct validity of a multidimensional customer satisfaction scale with measured reliability and criterion-related validity. Moreover, the scale can be used to differentiate satisfaction levels among facilities.

Key Words: Construct validity • criterion-related validity • customer satisfaction • long-term care • reliability

American Journal of Medical Quality, Vol. 15, No. 2, 54-61 (2000)
DOI: 10.1177/106286060001500203
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