基于SERVQUAL模型的民办养老机构服务质量提升研究--以长沙市雨花区为例

Research on Service Quality Improvement of Private Old-Age Institutions Based on SERVQUAL Model: A Case of Yuhua District, Changsha City

机构养老是有效承担我国老龄化重担的重要载体,是未来纾解我国养老压力的发展主体与主要趋势。民办养老机构服务质量的高低关系到亿万老年群体的幸福生活,关系到“十四五”国家老龄事业发展和养老体系建设。文章采用线下和线上调研相结合的方式从老年人、养老机构、养老护理人员3个层面采集长沙市雨花区12家民营养老机构养老服务期望与感知数据,运用SERVQUAL模型,从有形性、可靠性、响应性、保证性和移情性5个维度分析养老服务质量期望与感知差异,进而提出民办养老机构服务质量提升的有效对策。

As an important carrier to effectively bear the ageing population burden in China,private old-age institutions are developing subject and primary trend which relieve the ageing population pressure.The service quality of private old-age institutions is closely bound up with the happiness of hundreds of millions of civilians,relating to the ageing population development and pension system construction of the national“14th Five-Year Plan”.This paper adopts a combination of offline and online methods to collect data on the expectations and perceptions of 12 private old-age institutions in Yuhua District,Changsha City from three levels including old-age people,old-age care institutions,and old-age care workers.Using the SERVQUAL model,it analyzes the differences in expectations and perceptions of service quality from five dimensions,including tangibility,reliability,responsiveness,assurance,and empathy.It then proposes effective strategies for improving the service quality of private old-age institutions.