Process and Structure: Service Satisfaction and Recommendation in a Community-based Elderly Meal Service in Shanghai

Informed by Donabedian’s quality-of-care framework, this study aims to examine elderly clients’ service satisfaction and service recommendation for community-based meal services in Shanghai. We analyzed secondary survey data from randomly sampled elderly clients of a community-based meal service in the old Jing’an District in Shanghai (N= 690). Quality of food and caregivers’ attitudes were key to respondents’ service recommendation while tidiness of tableware and interactions with caregivers were positively related to their service satisfaction. Overlaps and differences between structure and process factors are discussed. We also provide tailored policy recommendations.