基于顾客满意度测评的西安市养老机构服务质量研究

发布时间：2018-04-30 00:11

  本文选题：养老机构 + 顾客满意度测评　； 参考：《西北大学》2017年硕士论文

【摘要】：人口发展中老龄化步伐加快,人们养老方式对比从前发生了巨大变化,老年人对机构养老需求逐渐增加。虽然日益增加的养老需求带动了养老机构的发展,但是目前机构服务提供的质量参差不齐。我国虽然出台了相关文件标准,但是这些标准多是描述性且数量过多,缺乏一定可以测度的数据指标。同时,对机构提供的服务,评价其质量的优劣,最有发言权的是直接接受者——养老机构入住老年人。为此,本文整理了相关文献,希望从服务直接接受者老年人的视角出发,设定便于测试的指标结构。本文将西安市作为研究的样本城市,结合西安市养老机构发展现状,参考专家的意见以及访谈老人关注方面,将评价指标具体化。根据SERVQUAL量表,从服务类别和服务性质两个层面出发,按照服务类别和属性设定不同的维度,用来评估西安市养老机构服务质量。通过数据分析发现,西安市养老机构提供的服务,实际感知和期望服务二者间有显著差异,特别是在服务类别层面的饮食、起居、医护服务下的指标,以及服务属性层面的有形性、响应性、保证性下的指标差异最为突出。这方面数据的分析,可以为相应改善措施的提出,提供重点、次重点等重要程度的参考。最后,本文结合指标数据所显现出的差异,在宏观层面提出:提高政府资金投入比重,细化机构服务标准、提升规范化程度,健全人才培育机制;在微观层面提出:改进机构服务管理及功能定位,提高硬件配套设施建设,提高护理工作者技能及工资待遇,丰富老年人精神服务项目,为提升西安市养老机构服务质量提出展望。
[Abstract]:In the process of population development, the pace of aging is quickening, the way of providing for the aged has changed greatly than before, and the demand of the elderly for institutional pension is increasing gradually. Although the increasing demand for the aged has driven the development of pension institutions, the quality of service provided by institutions is uneven. Although our country has issued the related document standard, but these standards are mostly descriptive and the quantity is too many, lacks the certain data index which can be measured. At the same time, to evaluate the quality of the services provided by the institutions, the direct recipient-pension institutions live in the elderly. Therefore, this paper collates the relevant literature, hoping to set up the index structure which is easy to test from the perspective of the elderly who receive the service directly. In this paper, Xi'an is taken as the sample city of the research, combined with the current situation of the development of pension institutions in Xi'an, referring to the opinions of experts and the concerned aspects of interviews with the elderly, the evaluation index is concretized. According to SERVQUAL scale, the service quality of pension institutions in Xi'an is evaluated by setting different dimensions according to service category and nature. Through the analysis of data, it is found that there are significant differences between the services provided by pension institutions in Xi'an, actual perception and expected services, especially the indicators of diet, living and medical services at the service category level. As well as the service attribute level of tangible, responsive, guaranteed indicators of the most prominent differences. The analysis of these data can provide important references for the corresponding improvement measures. Finally, according to the difference of the index data, this paper puts forward the following points: to increase the proportion of government funds, to refine the standard of institutional service, to improve the degree of standardization, and to improve the talent cultivation mechanism; At the micro level, it is proposed to improve the service management and function orientation of institutions, to improve the construction of hardware facilities, to improve the skills and salary of nursing workers, and to enrich the items of spiritual services for the elderly. In order to improve the service quality of pension institutions in Xi'an City, the prospect is put forward.
【学位授予单位】：西北大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D669.6
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本文编号：1822183