<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1134-928X</journal-id>
<journal-title><![CDATA[Gerokomos]]></journal-title>
<abbrev-journal-title><![CDATA[Gerokomos]]></abbrev-journal-title>
<issn>1134-928X</issn>
<publisher>
<publisher-name><![CDATA[Sociedad Española de Enfermería Geriátrica y Gerontológica]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1134-928X2020000300136</article-id>
<article-id pub-id-type="doi">10.4321/s1134-928x2020000300003</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Calidad del servicio en residencias para mayores. Análisis de un caso en la Comunidad Valenciana]]></article-title>
<article-title xml:lang="en"><![CDATA[Quality of Service in Residences for the Elderly. Analysis of a Case in the Valencian Community]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Caypa Altare]]></surname>
<given-names><![CDATA[Aldo Giovanni]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Redondo Cano]]></surname>
<given-names><![CDATA[Ana]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Valencia Facultad de Economía ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>España</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad de Valencia  ]]></institution>
<addr-line><![CDATA[Valencia ]]></addr-line>
<country>España</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2020</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2020</year>
</pub-date>
<volume>31</volume>
<numero>3</numero>
<fpage>136</fpage>
<lpage>140</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_arttext&amp;pid=S1134-928X2020000300136&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_abstract&amp;pid=S1134-928X2020000300136&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.isciii.es/scielo.php?script=sci_pdf&amp;pid=S1134-928X2020000300136&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN Las residencias para adultos mayores se han convertido en un servicio clave y cada día más demandado por las personas de la tercera edad que por diferentes razones terminan viviendo en estas instituciones. Por ese motivo, conocer cuál es el grado de satisfacción de sus residentes se convierte en un aspecto clave para la mejora de la calidad en el servicio. Este estudio evaluó la calidad del servicio prestado a los residentes de una residencia privada para mayores mediante la aplicación de una encuesta de satisfacción, basada en el modelo SERVPERF, donde se evaluó cada una de sus cinco dimensiones: elementos tangibles, fiabilidad, capacidad de respuesta, seguridad y empatía, y se agregó una nueva, la alimentación. Para la evaluación de los resultados se llevó a cabo análisis descriptivo, distribución de frecuencias, medias y desviación estándar, en una muestra de 58 adultos, durante los meses de mayo y junio de 2017. En general, se evidenció que los residentes se encontraban satisfechos con el servicio ofrecido; entre los aspectos positivos destacaban las habitaciones, los empleados y los horarios de visitas. Entre las causas de insatisfacción más importantes figuraron la alimentación y el miedo a sentir que puedan robarle sus enseres.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT Residences for the elderly have become a key service and are increasingly in demand by the elderly, who for different reasons end up living there; for this reason, knowing the degree of satisfaction of its residents becomes a key aspect in improving the quality of the service. This study evaluated the quality of the service provided to residents of a private residence for the elderly, through the application of a satisfaction survey, based on the SERVPERF model, which consisted of five dimensions: tangibles, reliability, responsiveness, assurance and empathy, as well as a new one, feeding. In order to evaluate the results, frequency distribution, means and standard deviation were carried out using a sample of 58 adults between may and june 2017. It could be seen, that the residents were generally satisfied with the service offered, in particular, the rooms, the employees and the visiting hours, although among some major causes of dissatisfaction were food and the fear of having their belongings stolen.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[SERVPERF]]></kwd>
<kwd lng="es"><![CDATA[calidad]]></kwd>
<kwd lng="es"><![CDATA[adultos]]></kwd>
<kwd lng="es"><![CDATA[residencias]]></kwd>
<kwd lng="en"><![CDATA[SERVPERF]]></kwd>
<kwd lng="en"><![CDATA[quality]]></kwd>
<kwd lng="en"><![CDATA[elderly]]></kwd>
<kwd lng="en"><![CDATA[residences]]></kwd>
</kwd-group>
</article-meta>
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<page-range>25-36</page-range></nlm-citation>
</ref>
<ref id="B21">
<label>21</label><nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cano]]></surname>
<given-names><![CDATA[GL]]></given-names>
</name>
</person-group>
<source><![CDATA[Análisis del grado de satisfacción de los usuarios que participan en el Programa de Animación Sociocultural de la Residencia San José de Santovenia de Pisuerga]]></source>
<year>2012</year>
<publisher-name><![CDATA[Universidad de Valladolid]]></publisher-name>
</nlm-citation>
</ref>
</ref-list>
</back>
</article>
