摘要
文章在对国内外服务质量进行研究综述的基础上,尝试构建城市居家养老服务质量评价模型。研究采用SERVQUAL模型的五个维度——有形性、响应性、可靠性、保证性、移情性,在理论研究、查阅文献的基础上,将整个居家养老服务的质量评价分解成对配餐送餐、保洁清扫、医疗陪护、日间照料、紧急救助等五大类不同服务内容的质量评价。应用该模型对南昌市城市居家养老服务质量进行评价,研究结果表明在城市居家养老各类服务项目中,普遍存在可靠性较高,而移情性偏低的现象。
This paper reviews the domestic and abroad in the service quality,try to construct the city home-based care services quality evaluation model.The study used five dimensions of SERVQUAL model,tangibles,reliability,responsiveness,assurance and empathy,to sort and evaluate the five services of home care service in Nanchang,which includs catering service,cleaning,medical es-cort,day care and emergency rescue.The study found there is a common phenomenon of high reliability and low empathy in four types of home care service in Nanchang.
出处
《中国老年保健医学》
2014年第6期9-13,共5页
Chinese Journal of Geriatric Care
关键词
居家养老
服务质量
模型
南昌市
Home-based care
Quality of service
The Model
Nanchang