本文選題：養(yǎng)老機(jī)構(gòu) + 顧客滿意度測(cè)評(píng)　； 參考：《西北大學(xué)》2017年碩士論文

【摘要】：人口發(fā)展中老齡化步伐加快,人們養(yǎng)老方式對(duì)比從前發(fā)生了巨大變化,老年人對(duì)機(jī)構(gòu)養(yǎng)老需求逐漸增加。雖然日益增加的養(yǎng)老需求帶動(dòng)了養(yǎng)老機(jī)構(gòu)的發(fā)展,但是目前機(jī)構(gòu)服務(wù)提供的質(zhì)量參差不齊。我國(guó)雖然出臺(tái)了相關(guān)文件標(biāo)準(zhǔn),但是這些標(biāo)準(zhǔn)多是描述性且數(shù)量過(guò)多,缺乏一定可以測(cè)度的數(shù)據(jù)指標(biāo)。同時(shí),對(duì)機(jī)構(gòu)提供的服務(wù),評(píng)價(jià)其質(zhì)量的優(yōu)劣,最有發(fā)言權(quán)的是直接接受者——養(yǎng)老機(jī)構(gòu)入住老年人。為此,本文整理了相關(guān)文獻(xiàn),希望從服務(wù)直接接受者老年人的視角出發(fā),設(shè)定便于測(cè)試的指標(biāo)結(jié)構(gòu)。本文將西安市作為研究的樣本城市,結(jié)合西安市養(yǎng)老機(jī)構(gòu)發(fā)展現(xiàn)狀,參考專家的意見以及訪談老人關(guān)注方面,將評(píng)價(jià)指標(biāo)具體化。根據(jù)SERVQUAL量表,從服務(wù)類別和服務(wù)性質(zhì)兩個(gè)層面出發(fā),按照服務(wù)類別和屬性設(shè)定不同的維度,用來(lái)評(píng)估西安市養(yǎng)老機(jī)構(gòu)服務(wù)質(zhì)量。通過(guò)數(shù)據(jù)分析發(fā)現(xiàn),西安市養(yǎng)老機(jī)構(gòu)提供的服務(wù),實(shí)際感知和期望服務(wù)二者間有顯著差異,特別是在服務(wù)類別層面的飲食、起居、醫(yī)護(hù)服務(wù)下的指標(biāo),以及服務(wù)屬性層面的有形性、響應(yīng)性、保證性下的指標(biāo)差異最為突出。這方面數(shù)據(jù)的分析,可以為相應(yīng)改善措施的提出,提供重點(diǎn)、次重點(diǎn)等重要程度的參考。最后,本文結(jié)合指標(biāo)數(shù)據(jù)所顯現(xiàn)出的差異,在宏觀層面提出:提高政府資金投入比重,細(xì)化機(jī)構(gòu)服務(wù)標(biāo)準(zhǔn)、提升規(guī)范化程度,健全人才培育機(jī)制;在微觀層面提出:改進(jìn)機(jī)構(gòu)服務(wù)管理及功能定位,提高硬件配套設(shè)施建設(shè),提高護(hù)理工作者技能及工資待遇,豐富老年人精神服務(wù)項(xiàng)目,為提升西安市養(yǎng)老機(jī)構(gòu)服務(wù)質(zhì)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.
【學(xué)位授予單位】：西北大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：D669.6
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本文編號(hào)：1822183