發(fā)布時間：2018-08-28 06:14

【摘要】：2014年以來,我國開始逐漸加快養(yǎng)老服務(wù)相關(guān)產(chǎn)業(yè)的建設(shè)步伐,不斷出臺相關(guān)法律法規(guī)推動建成功能完善、規(guī)模適度、覆蓋城鄉(xiāng)、具有中國特色的養(yǎng)老服務(wù)模式。但是,目前的養(yǎng)老服務(wù)產(chǎn)業(yè)還處于發(fā)展階段,有很多不完善的地方,尤其是養(yǎng)老服務(wù)這種高接觸度、與個人生活息息相關(guān)的服務(wù)。服務(wù)質(zhì)量的提高問題急需解決,以滿足人們對養(yǎng)老服務(wù)日益增長的需求。因此,在梳理現(xiàn)有養(yǎng)老服務(wù)、容忍區(qū)相關(guān)文獻(xiàn)的基礎(chǔ)上,本研究立足于SERVQUAL量表,結(jié)合社區(qū)居家養(yǎng)老服務(wù)的特點(diǎn),建立符合實(shí)際情況的社區(qū)居家養(yǎng)老服務(wù)質(zhì)量評價體系。根據(jù)實(shí)際情況將社區(qū)居家養(yǎng)老服務(wù)的顧客分為兩大類:服務(wù)使用者(老年人)與服務(wù)購買者(家庭成員),分別對這兩個群體對社區(qū)居家養(yǎng)老服務(wù)的質(zhì)量評價和容忍區(qū)的差異性進(jìn)行探尋并分析。通過統(tǒng)計(jì)計(jì)算兩個群體的感知服務(wù)質(zhì)量和滿意度數(shù)值,結(jié)果顯示雖然老年人和家庭成員對已使用過的社區(qū)居家養(yǎng)老服務(wù)質(zhì)量的感知差異并不大,但是他們對服務(wù)的重視點(diǎn)并不相同。對于老年人來說,移情性是他們最為關(guān)注的維度,希望能從服務(wù)人員那里得到多一些的關(guān)心和個性化服務(wù)。但是對于家庭成員來說,服務(wù)人員是否能夠?yàn)榧抑欣夏耆颂峁┛煽康姆⻊?wù)才是重中之重。隨后,本文分別測量兩個群體的社區(qū)居家養(yǎng)老服務(wù)容忍區(qū)寬度,并利用結(jié)構(gòu)方程模型尋找容忍區(qū)上下限的影響因素。對容忍區(qū)的研究發(fā)現(xiàn),雖然老年人和家庭成員的容忍區(qū)寬度基本處于相同水平,但是在關(guān)鍵維度的評價上卻表現(xiàn)出了差異性。同時,驗(yàn)證所提出的假設(shè):"以往的服務(wù)使用情況"、"內(nèi)外環(huán)境因素"以及"態(tài)度和自我感知"三個因素對老年人和家庭成員的"適當(dāng)服務(wù)水平"都具有顯著影響;而"以往的服務(wù)使用情況"、"持續(xù)的服務(wù)強(qiáng)化因素"以及"態(tài)度和自我感知"會顯著影響兩個群體的"理想服務(wù)水平"。同時,還驗(yàn)證了某項(xiàng)服務(wù)的重要性與其容忍區(qū)寬度成負(fù)相關(guān)。但對于老年人和家庭成員來說,差異也體現(xiàn)在對各自容忍區(qū)上下限的影響程度當(dāng)中。最后,根據(jù)本文研究結(jié)果,對養(yǎng)老服務(wù)提供者應(yīng)該如何改良養(yǎng)老服務(wù)質(zhì)量、提高顧客滿意度提供了意見和建議。在對本研究的局限性進(jìn)行討論的同時對未來的可行研究方向進(jìn)行了展望。
[Abstract]:Since 2014, China has begun to accelerate the pace of the construction of related industries of old-age service, and constantly introduce relevant laws and regulations to promote the completion of the pension service model with Chinese characteristics, with perfect function, moderate scale, covering urban and rural areas. However, the current old-age service industry is still in the development stage, there are a lot of imperfect places, especially the high contact degree of old-age service, which is closely related to personal life. The improvement of service quality needs to be solved urgently to meet the increasing demand for pension service. Therefore, on the basis of combing the related documents of the existing old-age service and tolerance area, this study is based on the SERVQUAL scale, combined with the characteristics of the community home old-age care service, and establishes the quality evaluation system of the community home old-age care service in accordance with the actual situation. According to the actual situation, the customers of community home pension service are divided into two categories: service user (elderly) and service buyer (family member). The difference of tolerance region is explored and analyzed. The perceived service quality and satisfaction degree of the two groups were calculated statistically. The results show that although there is no significant difference between the elderly and the family members in the perceived quality of the used community home care service, But their emphasis on service is not the same. For the elderly, empathy is their most concerned dimension, hoping to get more care and personalized services from the service staff. But for family members, the most important thing is whether the service personnel can provide reliable services to the elderly. Then, we measure the width of the tolerance zone of the two groups, and use the structural equation model to find out the factors that affect the upper and lower limits of the tolerance zone. The study of tolerance zone found that although the width of tolerance zone of the elderly and family members was basically the same, it showed differences in the evaluation of key dimensions. At the same time, the hypothesis was tested: "past service use", "internal and external environmental factors" and "attitude and self-perception" had significant effects on the "appropriate service level" of the elderly and family members; "past service usage", "continuous service reinforcement" and "attitude and self-perception" will significantly affect the "ideal service level" of the two groups. At the same time, it is verified that the importance of a service is negatively correlated with the width of its tolerance zone. But for the elderly and family members, the difference is also reflected in the extent to which the upper and lower limits of the respective tolerance zones are affected. Finally, according to the results of this study, the author provides some suggestions on how to improve the quality of pension service and improve customer satisfaction. The limitations of this study are discussed and the possible research directions in the future are prospected.
【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：D669.6

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