【摘要】：隨著經(jīng)濟社會的發(fā)展,老年人口數(shù)量的大幅增加、家庭模式小型化以及年輕人口流動的加劇,使家庭養(yǎng)老這一傳統(tǒng)方式受到了挑戰(zhàn)。在收入水平提高、觀念持續(xù)更新、老人身體機能退化的前提下,選擇讓老人入住養(yǎng)老機構(gòu)養(yǎng)老的家庭逐漸增多。興辦養(yǎng)老機構(gòu),改善養(yǎng)老機構(gòu)經(jīng)營服務(wù)狀況能夠吸引更多老人入住、更好的發(fā)揮機構(gòu)養(yǎng)老的補充作用。同時入住老人在養(yǎng)老機構(gòu)生活的過程中,會對養(yǎng)老機構(gòu)的各個方面有著相應(yīng)的滿意度,因此本文主要研究內(nèi)容為貴陽市養(yǎng)老機構(gòu)的經(jīng)營服務(wù)現(xiàn)狀、入住老人生活滿意度以及兩者之間的關(guān)系。本文針對這些問題,對貴陽市養(yǎng)老機構(gòu)的經(jīng)營服務(wù)狀況與入住老人滿意度展開實地調(diào)研,收集一手數(shù)據(jù)資料,加入對入住老人與機構(gòu)管理者的深度訪談,并進行深刻理解與剖析。研究發(fā)現(xiàn):(1)貴陽市養(yǎng)老機構(gòu)中公辦數(shù)量較少,民辦養(yǎng)老機構(gòu)數(shù)量較多且發(fā)展迅速;為保障貴州省養(yǎng)老機構(gòu)健康持續(xù)發(fā)展,省政府及相關(guān)部門出臺了一系列政策與措施來鼓勵、支持養(yǎng)老機構(gòu)的建設(shè)與發(fā)展;貴陽市63.2%民辦養(yǎng)老機構(gòu)處于經(jīng)營虧損狀態(tài)。(2)貴陽市養(yǎng)老機構(gòu)入住老人總體滿意度較高,老人們對于養(yǎng)老機構(gòu)的服務(wù)內(nèi)容、服務(wù)設(shè)施、服務(wù)態(tài)度的滿意度參差不齊,這主要是因為老人入住的養(yǎng)老機構(gòu)各不相同,是根據(jù)自身情況做出的相對滿意度評價。(3)養(yǎng)老機構(gòu)的經(jīng)營服務(wù)狀況與入住老人的滿意度之間有相關(guān)性聯(lián)系,經(jīng)營服務(wù)狀況是入住老人滿意度的重要影響因素。據(jù)調(diào)查數(shù)據(jù)顯示,養(yǎng)老機構(gòu)的經(jīng)營盈虧狀況對入住老人總體滿意度沒有顯著影響,但養(yǎng)老機構(gòu)的服務(wù)狀況中,服務(wù)質(zhì)量、服務(wù)設(shè)施與服務(wù)態(tài)度均能夠顯著影響入住老人的總體滿意度。根據(jù)上述結(jié)論,為改善貴陽市養(yǎng)老機構(gòu)的經(jīng)營服務(wù)狀況、提升入住老人滿意度,本文從政策支持、經(jīng)營管理、養(yǎng)老服務(wù)三方面提出了相關(guān)建議:(1)確�，F(xiàn)有政策落實到位,創(chuàng)造更優(yōu)政策環(huán)境。(2)提高服務(wù)質(zhì)量,轉(zhuǎn)變經(jīng)營理念;合理制定價格,規(guī)范提供服務(wù);拓寬服務(wù)領(lǐng)域,擴大服務(wù)范圍。(3)構(gòu)建監(jiān)督體系,注重服務(wù)質(zhì)量;緊抓服務(wù)細節(jié),完善服務(wù)內(nèi)容;提高員工素質(zhì),走職業(yè)化道路。本文創(chuàng)新之處:角度的創(chuàng)新。通過調(diào)查貴陽市養(yǎng)老機構(gòu)的經(jīng)營服務(wù)情況及入住老人滿意度,了解貴陽市養(yǎng)老機構(gòu)經(jīng)營服務(wù)中存在的問題,并提出了完善建議。對于改善貴陽市養(yǎng)老機構(gòu)經(jīng)營服務(wù)狀況,提升入住老人滿意度及晚年生活質(zhì)量有一定的意義。
[Abstract]:With the development of economy and society, the large increase of the elderly population, the miniaturization of the family model and the aggravation of the mobility of the young population, the traditional way of providing for the aged in the family has been challenged. With the improvement of income level, the renewal of the concept and the deterioration of the body function of the elderly, the number of families who choose to let the elderly live in the old-age institution for the aged is increasing gradually. The establishment of pension institutions and the improvement of the operational services of pension institutions can attract more old people to stay and better play the supplementary role of institutional old-age care. At the same time, the elderly in the process of living in pension institutions, will have a corresponding satisfaction with the various aspects of pension institutions, so the main content of this paper is the status quo of the management and service of pension institutions in Guiyang. The life satisfaction of the elderly and the relationship between them. In view of these problems, this paper carries out a field investigation on the management and service status of pension institutions and satisfaction of the elderly in Guiyang, collects primary data, and adds in-depth interviews with the elderly and the managers of the institutions. And deep understanding and analysis. The findings are as follows: (1) the number of public pension institutions in Guiyang is small, the number of private pension institutions is large and developing rapidly, and in order to ensure the healthy and sustainable development of pension institutions in Guizhou Province, the provincial government and relevant departments have issued a series of policies and measures to encourage them. To support the construction and development of pension institutions, 63.2% of private pension institutions in Guiyang City are in a state of operating deficit. (2) the overall satisfaction of the elderly in Guiyang pension institutions is higher, and the elderly have a high level of service content and facilities for pension institutions. The degree of satisfaction with the service attitude is uneven, mainly because the elderly live in different pension institutions. It is a relative satisfaction evaluation according to their own situation. (3) there is a correlation between the service status of pension institutions and the satisfaction of the elderly, and the operating service condition is an important factor affecting the satisfaction of the elderly. According to the survey data, the operating profit and loss status of pension institutions has no significant impact on the overall satisfaction of the elderly, but the service quality of the pension institutions is among the service conditions. Service facilities and attitude can significantly affect the overall satisfaction of the elderly. According to the above conclusions, in order to improve the management and service status of pension institutions in Guiyang, and improve the satisfaction of the elderly, this paper puts forward some relevant suggestions from three aspects: (1) to ensure the implementation of the existing policies; Create a better policy environment. (2) improve service quality, change business philosophy, rationally set prices, standardize service delivery, broaden service fields and expand service scope. (3) build supervision system, pay attention to service quality, pay close attention to service details, Improve the service content, improve the quality of staff, take the road of professionalism. The innovation of this article: angle innovation. By investigating the management and service situation of pension institutions in Guiyang and the satisfaction of the elderly, the problems existing in the operation of pension institutions in Guiyang city are understood, and some suggestions are put forward to improve them. It is of significance to improve the management and service of pension institutions in Guiyang and to improve the satisfaction of the elderly and the quality of life in their old age.
【學(xué)位授予單位】：貴州財經(jīng)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：D669.6

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