摘要：The world is ageing. Multidisciplinary researches about elderly people are vitally important for development of efficient policies to meet their needs. It is nearly impossible to improve something, i.e. a service that you cannot measure. Therefore, in order to improve the quality of the elder care services, the actual service level should be measured first. For this purpose, a study was previously designed and performed in care homes of Turkey and the results of this study was published before. Afterwards, the same study was performed in the care homes of Berlin, Germany. The purpose of this study is to compare the results of this cross-cultural study. For this purpose, “Servqual” service quality measurement tool, which was previously adopted for the elder care homes, was used and applied to the German elderly. The Servqual scale is based on the comparison of the expectation and perception scores of the service users. The sample group of the study consists of 217 elderly residents of the care and rest homes of İstanbul, Turkey and 112 of them in Berlin, Germany. The calculated service quality scores are negative (about -1), which means that the quality of the service delivered in these elderly care centers (both in İstanbul and in Berlin) does not fully meet the expectations of the residents.
其他关键词：Ageing, elderly, care services, service quality, servqual.
