Assessing a quality model for the social sector: an empirical study of the EQUASS model

Abstract

It is widely recognised that there is a shortage of empirical studies on quality management about the social sector. This research contributes to address this gap by (i) empirically analysing the fitness of the model underlying European Quality in Social Services (EQUASS), a quality management and excellence programme for social services across Europe, and (ii) proposing a model with an improved fit. It uses a structural equation modelling approach on a sample of 339 external audits from 32 European organisations that were awarded an EQUASS recognition or certification between 2012 and 2015. Results reveal that the EQUASS model (2012 version) does not fit with the sample collected. An improved model with seven constructs is proposed, which shows excellent psychometric properties and good fit indexes. Leadership and result orientation play a significant role as antecedents of the orientation to persons, while staff plays a mediator role. This research provides a better understanding of the causal relationships between quality management practices embedded in the EQUASS model, as well as a simpler alternative model that is especially suited to small and medium-sized social service providers, which represent the majority of the organisations in social sector.