养老机构服务质量评价研究

Evaluating the Service Quality of the Nursing Institution for the Aged

人口老龄化和家庭养老功能逐渐弱化背景下,发展专业化、综合性的养老机构成为适应老龄社会的重要举措;但是,我国养老机构服务质量参差不齐,有必要探索养老机构服务质量评估方法,为提升养老服务供给水平提供理论支撑。借鉴Servqual模型,建立涵盖生活服务、医疗护理、文化娱乐和精神慰藉四类养老服务,具备可靠性、有形性、响应性、信任性、移情性五个维度的养老机构服务质量评价模型。把在苏州市调查的645份问卷数据带入模型,发现苏州市养老机构精神慰藉与医疗护理服务质量评价最高,文化娱乐服务质量次之,生活照料服务质量最差,养老机构服务质量有形性及移情性做得最好,可靠性与信任性次之,响应性最差。具体到四类养老服务质量的决定因素,可靠性是生活照料与医疗护理服务质量影响最强因子,有形性是文化娱乐服务质量最强影响因子,移情性是精神慰藉质量最强影响因子,验证了模型的有效性。

Under the background of population aging and weakening of family support for the elderly, it is necessary to develop the highly specialized and synthetic nursing institutions for the Aged. But the service quality of the nursing institution for the Aged is differ, we should explore the new evaluation method to promote the service quality of the nursing institution for the Aged. This paper borrows from the Servqual model,and establishes the evaluation model for the service quality of the nursing institution for the Aged which included five dimensions that reliability, tangibility, responsiveness, credibility, and empathy. Then, it uses the data form Suzhou City, and finds that the service quality of spiritual consolation and medical care is the best, the service quality of entertainment takes second place, and the service quality of living tendancy is worse. From a different perspective, the tangibility and empathy of the service quality of the nursing institution for the Aged is better than reliability, credibility, and responsiveness. Specific to the extent of the impact, the reliability is the strongest influencing factor of medical care and living tendancy; similarly, tangibility is for entertainment, empathy is for spiritual consolation.