城市养老机构服务质量及其影响因素调查研究

Service Quality and Influential Factors of Old-age Care Institutions in the Nanjing City

以笔者2009年6月至9月对南京市36家养老服务机构及其入住老人的调查数据,探讨城市养老机构服务质量构成及其影响因素,采用SPSS15.0软件对数据分析。研究结果显示,服务质量构成五因子模型为:硬件设施、经营管理、服务软件、家的氛围、区位环境。研究进一步分析了养老机构性质、文化程度、性别、婚姻状况、家人来访、是否有养老金和医保、与朋友相处情形七变量对服务质量构成因子的影响。

To explore the service quality and influential factors of old-age care institutions, the author investigated 341 persons from 36 old-age care institutions by questionnaire SRVQUAL. Adopting SPSS15.0 software analyze 16 variable factars（xl-xl6） by major component methods ,the results shows that achieve 5 factors of service quality component ,such as hardware construction; operation management; service software; family environment; area environment; Stepwise regression analysis proving that it＇s obvious influential to service quality satisfaction questionnaire with old-age instiiutions properties; educational level; martial status; activity of daily living（ADL）.