Resident satisfaction with foodservice at a senior care community

Abstract

The aging post World War II generations, swing and baby boomers are now reaching retirement age; the two generations form a large segment of the population therefore causing major changes in demographics and economies. The purpose for conducting this study was to evaluate residents’ satisfaction levels with the food-service from the senior care community in Lubbock, Texas. In this study, five dimensions were studied: reliability, empathy, tangibles, assurance, and responsiveness. Each dimension consisted of independent variables that influenced the overall satisfaction ratings. Significant findings were tangibles and reliability impacted the respondents’ overall satisfaction levels. Employees’ attitudes had the highest correlation to the overall satisfaction level. In addition, meal temperature had the highest impact on residents’ meal satisfaction. The portion size of the food did not affect residents’ meal satisfaction. If the senior care community focuses more on temperature and flavor of food it may improve residents’ meal satisfaction levels. By also focusing on tangibles and reliability it may increase residents’ overall satisfaction. There were no significant differences based on gender, however there is significant difference based on length of tenure at the senior care community which corresponds with the Kübler-Ross Stages of Grief Cycle.