Journal of Business & Economic Policy

Satisfaction and Service Quality and Life in the Institutions for Seniors
Joaquim Antunes, Madalena Malva

Abstract
Socio-demographic changes have justified the increase number of studies related to population aging; the increase in the elderly population has led to many social changes, which look for new and improved. This study sought to understand user satisfaction in elderly homes adding two constructs: the quality of Parasuraman services, Zeithaml and Berry (1988) and the quality of life of Kane (2003) These play an important role in the management of organizations having a significant weight in the strategic and operational decisions that influence the quality of services provided. For the first time, these constructs were analyzed together in order to see whether the part of the services or the part of the quality of life contribute more to the satisfaction of residents in institutions for seniors. The study was carried out to 209 users institutionalized in elderly homes, protected by the Social Security or private institutions in Viseu district.

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