Perceptions on service quality: A study of old age homes in Kerala and Tamil Nadu

The proportion of old age citizens (above 60 years) in India constitutes 8.6% of the total population (60 million). 1% of this population currently resides in old age homes across India due to various reasons. The present living conditions of elderly in old age homes are not commendable. It has been found from research that the setting of old age homes and the employees influence the welfare of the residents and their health care. Despite various services provided, researchers have concluded that service gaps exist among staff and residents of old age homes. In the present scenario, it is the need of the hour to understand the living standards of the older generation in old age homes, to study the various services offered by them and how the residents spend their lives there in order to better their conditions of living. The purpose of this paper is (i) to draw insights from an in-depth analysis of old age homes and (ii) to study the perceptions in service quality of old age homes; by studying old age homes in the Indian states of Kerala and Tamil Nadu. Data for the study was collected through a face to face interview with its residents. Analysis of the collected data shows that ‘responsiveness’ and ‘empathy’ are the dimensions that are to be improved in both the states to increase overall satisfaction levels and meet the expectations of residents. The quality of the attributes, ‘Cleaning services for rooms’, ‘freedom to plan own time’ and ‘respect for residents’ privacy’ shall be improved by old age homes in order to improve the perception of service quality by residents