| Summary: | This study examined the factors that contribute to satisfaction of both care providers and service users through assessment of services and management in nursing-care facilities. Factors that contributed to satisfaction of staff and users were examined based on turnover, quality of service, service profit chain, and risk communication. Questionnaire items were developed using indices for concepts used in previous studies to perform a quantitative survey of staff and users. Six factors of “service value,” “human relations,” “quality of management,” “reliability,” “necessity of risk management,” and “penetration of risk management” were extracted. These items were found to have a strong influence on each other with regard to working conditions and are essential factors that determine motivation to work and service quality. In the analysis of user satisfaction, positive correlations were found among “quality of care manager,” “quality of service provided,” and “quality of facility service,” and these factors were found to influence improvement of “psychological loyalty” to the nursing care facility.
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