the market of care increases and is characterized by complexity . therefore , service points , such as the  zentrale anlaufstelle pflege ( zapf) in nuremberg , are helpful for clients to get orientation . the purpose of the presentation is to show the results of an evaluation study about the clients ' satisfaction with the offers of zapf . satisfaction with service may be measured with the servqual concept introduced by parasuraman et al . they found out five dimensions of quality ( tangibles , reliability , responsiveness , assurances and empathy ) . the study focuses on the quality of service and the benefits recognized by clients . in spring 2007 the clients want to get information about care in general , financial and legal aspects , alternative care arrangement ( e.g. ambulant , long - term care ) and typical age - related diseases . their benefits are to get information and advice , to strengthen the ability of decision taking , to cope with changing situations in life , and to develop solutions . critical success factors are the interdisciplinary cooperation at the service point , based on a regularly and open exchange of information . they serve not only for the clients ' needs but also support the effective and efficient provision of optimized care .
purposethe market of care increases and is characterized by complexity . therefore , service points , such as the  zentrale anlaufstelle pflege ( zapf) in nuremberg , are helpful for clients to get orientation . 
 the purpose of the presentation is to show the results of an evaluation study about the clients ' satisfaction with the offers of zapf.studysatisfaction with service may be measured with the servqual concept introduced by parasuraman et al . 
 ( 1988 ) . 
 they found out five dimensions of quality ( tangibles , reliability , responsiveness , assurances and empathy ) . 
 we took these dimensions in our study.the study focuses on the quality of service and the benefits recognized by clients . in spring 2007 , we conducted 67 interviews by phone , based on a half standardized questionnaire . 
 statistical analysis was conducted using spss.resultsthe clients want to get information about care in general , financial and legal aspects , alternative care arrangement ( e.g. ambulant , long - term care ) and typical age - related diseases . 
 they show a high satisfaction with the service provided . 
 their benefits are to get information and advice , to strengthen the ability of decision taking , to cope with changing situations in life , and to develop solutions.conclusionsthe results show that the quality of service is on a high level . 
 critical success factors are the interdisciplinary cooperation at the service point , based on a regularly and open exchange of information . 
 every member focuses on an optimal individual solution for the client . 
 local professional service points act as networkers and brokers . 
 they serve not only for the clients ' needs but also support the effective and efficient provision of optimized care .