【摘要】：在弘揚敬老、養(yǎng)老、助老社會風(fēng)尚,積極應(yīng)對老齡化的大背景下,“機構(gòu)養(yǎng)老為補充”成為我國養(yǎng)老服務(wù)發(fā)展的新航標(biāo)。受我國傳統(tǒng)文化與家庭觀念影響,與居家、社區(qū)養(yǎng)老相比,機構(gòu)養(yǎng)老一直都是老年人“不得已”的最后選擇。因此,在選擇機構(gòu)養(yǎng)老時,服務(wù)對象對養(yǎng)老機構(gòu)的要求會更高、更挑剔。到底怎樣才能對養(yǎng)老機構(gòu)的服務(wù)質(zhì)量做出綜合、科學(xué)的評估,才能切實滿足老人們的養(yǎng)老需求?本文將對以上問題進行探索性研究。本文選取M養(yǎng)老機構(gòu)作為研究對象。運用文獻法,在梳理有關(guān)機構(gòu)養(yǎng)老和服務(wù)質(zhì)量相關(guān)理論的基礎(chǔ)上,對相關(guān)概念進行界定,并對機構(gòu)養(yǎng)老服務(wù)質(zhì)量的研究現(xiàn)狀進行綜述。從我國機構(gòu)養(yǎng)老發(fā)展現(xiàn)狀出發(fā),以蘇州市M養(yǎng)老機構(gòu)為例,運用問卷調(diào)查法和訪談法進行評估與應(yīng)用研究,并基于對M機構(gòu)養(yǎng)老服務(wù)存在的問題提出相應(yīng)對策。希望本研究能夠為蘇州市乃至全國的機構(gòu)養(yǎng)老服務(wù)評估工作提供參考。本文從機構(gòu)管理者、服務(wù)提供者、服務(wù)對象三方進行問卷與訪談數(shù)據(jù)的收集,并進行整理分析。通過嘗試構(gòu)建機構(gòu)養(yǎng)老服務(wù)質(zhì)量評估模型對M養(yǎng)老機構(gòu)的服務(wù)質(zhì)量進行評估與應(yīng)用研究。旨在能夠為完善機構(gòu)養(yǎng)老服務(wù)質(zhì)量評估指標(biāo)添磚加瓦,為提升機構(gòu)養(yǎng)老服務(wù)質(zhì)量建言獻策。本文經(jīng)研究發(fā)現(xiàn),M養(yǎng)老機構(gòu)的服務(wù)質(zhì)量存在很大的提升空間。老年服務(wù)對象的個體差異、服務(wù)提供者的個人質(zhì)素、機構(gòu)管理者的管理理念等,均影響著機構(gòu)養(yǎng)老服務(wù)的服務(wù)質(zhì)量。特別是在對M機構(gòu)養(yǎng)老服務(wù)的有形性、可靠性、響應(yīng)性、保證性、移情性五大維度評價過程中,還發(fā)現(xiàn)老年服務(wù)對象的服務(wù)期待與實際感知是存在一定的差距的。關(guān)于差距的產(chǎn)生原因,本文還作了相應(yīng)的分析,并提出了相關(guān)的建議措施。雖然M機構(gòu)只是眾多養(yǎng)老機構(gòu)的一個縮影,但是本文基于M機構(gòu)服務(wù)質(zhì)量進行研究所提出的建議,將為養(yǎng)老服務(wù)產(chǎn)業(yè)未來的發(fā)展提供寶貴的參考經(jīng)驗。
[Abstract]:Under the background of promoting the social fashion of respecting, supporting and assisting the elderly and actively coping with the aging, "institutional old-age support as a supplement" has become a new navigation mark for the development of old-age service in China. Influenced by Chinese traditional culture and family concept, institutional pension is always the last choice of the elderly. Therefore, in the choice of institutional pension, the service object of pension institutions will be more demanding, more picky. In the end, how can we make a comprehensive and scientific evaluation of the service quality of the old-age care institutions in order to truly meet the needs of the elderly? This article will carry on the exploratory research to the above question. M pension institution is chosen as the research object in this paper. On the basis of combing the relevant theories of institutional old-age care and service quality, this paper defines the relevant concepts and summarizes the current research situation of institutional old-age service quality. Starting from the present situation of institutional pension development in our country, this paper takes M old-age care institution in Suzhou as an example, applies questionnaire and interview method to evaluate and apply it, and puts forward corresponding countermeasures based on the problems existing in pension service of M institution. It is hoped that this study can provide a reference for the evaluation of institutional pension services in Suzhou and the whole country. This paper collects questionnaire and interview data from organization manager, service provider and service object. This paper attempts to construct an evaluation model of service quality for the aged in M pension institutions and its application. In order to improve the quality of institutional pension service evaluation index, to improve the quality of institutional pension service suggestions. This paper finds that there is great room for improvement of service quality of M-pension institution. The individual difference of the elderly service object, the personal quality of the service provider and the management idea of the organization manager all affect the service quality of the institutional old-age service. Especially in the process of evaluating M institution pension service in five dimensions: tangible, reliability, response, assurance and empathy, it is also found that there is a certain gap between the service expectation of the elderly service object and the actual perception. On the causes of the gap, this paper also makes a corresponding analysis, and puts forward the relevant measures. Although M institution is only a microcosm of many pension institutions, the suggestions put forward in this paper based on the research of service quality of M institution will provide valuable reference experience for the future development of pension service industry.
【學(xué)位授予單位】：江西財經(jīng)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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