Servicescapes in Healthcare: A qualitative study on the elderly’s perception of an aged care facility

Main Article Content

Ngoc Cindy Pham
Huan Henry Pham
Tofazzal Hossain
Yuanqing Li


Objective: The paper aims to understand how the elderly perceive the healthcare services of their aged care facilities. This paper explores different dimensions of servicescape elements, which ultimately affect the development of healthcare services.  

Design: Both naturalistic observations and in-depth interviews were conducted to discover the perceptions servicesape elements.

Results: The authors discovered that servicescape elements rely not only on physical, social and socially symbolic dimensions but also on cultural dimensions.

Conclusions: This study uses the elderly home context in City of Harlingen, Rio Grande Valley, Texas, USA, and finds support to Rosenbaum and Massiah [1]’s multidimensional model and suggests improvements in servicescape elements. We found that factors such as ambience, signage, layout, and socially symbolic structure at the aged care facility, were highly appreciated by the elder residents. Other factors such as privacy, quiet environment, and social interactions among patients via group activities require improvements and further attention. Findings of the study can be generalized in other similar social contexts, particularly in improving Asia Pacific region’s healthcare services.

Article Details

How to Cite
Pham, N. C., Pham, H. H., Hossain, T., & Li, Y. (2020). Servicescapes in Healthcare: A qualitative study on the elderly’s perception of an aged care facility. Asia Pacific Journal of Health Management, 15(1), 26-34.
Research Articles
Author Biographies

Ngoc Cindy Pham, CUNY – Brooklyn College, New York, USA

Ngoc Cindy Pham, MBA, PHD
CUNY – Brooklyn College
New York, USA

Huan Henry Pham, University of Houston – Victoria, Texas, USA

University of Houston – Victoria
Texas, USA

Tofazzal Hossain, BRAC Business School, Dhaka, Bangladesh

BRAC Business School
Dhaka, Bangladesh

Yuanqing Li, Dominican University, USA

Department of Accounting, Finance, and Entrepreneurship
Dominican University | Brennan School of Business
7900 W. Division St., River Forest, IL 60305