基于SERVQUAL模型的社区养老服务质量评价研究及其影响因素分析

Research on community pension service quality evaluation based on SERVQUAL model and its influencing factors

[目的]根据青岛社区居家养老老年人的服务需求构建适合青岛社区养老服务的评价模型,调查老年人对社区养老服务质量评价,分析其影响因素并提出建议。[方法]基于服务质量SERVQUAL模型,构建社区养老服务质量评价问卷、老年人一般资料问卷对青岛市4个社区的260名老年人进行调查,并分析其影响因素。[结果]老年人对社区养老服务条目评价得分为(-0.93±0.61)分;有形性条目得分为(-0.27±1.28)分,影响因素包括性别、年龄、月收入;可靠性条目得分为(-0.13±1.37)分,影响因素包括性别、教育程度、经济来源、月收入、健康状况;保证性条目得分为(-1.93±0.58)分,影响因素包括性别、年龄、教育程度、经济来源、月收入、健康状况;响应性条目得分为(-1.15±1.22)分,影响因素包括性别、年龄、教育程度、月收入、健康状况;移情性各条目得分为(-1.20±0.89)分,影响因素包括性别、年龄、教育程度、经济来源、月收入、健康状况等。[结论]老年人对社区养老服务质量各维度的感知均低于其期望,说明目前社区养老服务尚不完善。影响老年人对社区养老服务评价的因素较多,因此社区养老的发展应以不同层次老年人的需求为导向,从有形性、可靠性、保证性、响应性、移情性各方面入手,切实提高社区养老服务水平。

Objective： To construct an evaluation model suitable for community pension service in Qingdao com-munity according to the service demand of the elderly in Qingdao community pensioned at home, to investigate the evaluation of the quality of pension service among the elderly in the community,and to analyze the influen-cing factors and make suggestions. Methods： A total of 260 elderly in four communveyed by using the SERVQUAL community service quality evaluation scale which was tested through validity and validity test,and the general information questionnaire of the elderly. The influencing factors were analyzed. Results ： The average evaluation score of the each item pension service by the elderly waverage score of tangible entries was （ - 0. 27 ± 1 28 ）, and the influencing factors included gender, age, and monthly income. The average score of reliability entries was（-0. 13± 1. 37） ,and the influencing factors includ-ed gender,education level,economic source,monthly income,and health status The average score of guaranteed entries was（ -1. 93 ± 0. 58）, and the influencing factors includedgender, age, education level, economic source, monthly income and health status. The average score of responsiveness entries was（- 1.15±1.22） , the influen-cing factors included gender , age, education level , monthly income and health status The average score of empa-thy was（ -1. 20 ± （0 89）, the influencing factors included gender, age, education level, economic source,monthly income and health status. Conclusions ： The elderly had lower perceptions of the quality of community pension service than their expectation,indicating that the current community pension service was perfect. There weremany factors influencing the evaluation of the elderly on the community pension service. Therefore, the develop-ment of community pension service should be guided by the demand of the elderly at different levels, from theaspects of tangibility, reliability, guaranteed, responsiveness and empathy, to improve the level of community pension services.