基于SERVQUAL模型的农村空巢老人社区养老服务质量研究

Quality of Community Service for Rural Empty-nest Elderly Based on SERVQUAL Model

随着我国城镇化进程快速推进,农村空巢老人数量也快速增长,解决农村空巢老人养老问题可以推动城市发展,并能促进我国农村的社区建设。文章引入SERVQUAL模型作为农村空巢老人社区养老服务质量的测评工具,以模型的五个指标为基础,结合农村空巢老人的实际情况选择可测量的23个指标进行量化分析,得到农村空巢老人养老服务的感知值与预期值,结果显示移情性方面的服务质量与期望存在较大的差距,社区应重点改善有关移情性方面服务,同时对有形性和保证性服务给予重视。文章针对移情性、有形性以及保证性维度给出对策,为提高农村社区养老服务质量提供参考。

With the accelerated process of urbanization in China,the number of empty-nest elderly in rural areas is also increasing rapidly.In a way,solving the problem of old-age care for rural empty-nest elderly would make contrib-ute to the urban development and promote the construction of rural community in China.Based on the five aspects of the scale and the actual situation of rural empty-nest elderly,this paper introduces the SERVQUAL scale including 23 indexes as the evaluation tool for quantitative analysis.The results come out perceived value and expected value of the services for rural empty-nest elderly.It shows that there is a large gap between the quality of actual service and expec-tations in empathy,and the communities should focus on improving services related to this aspect.Meanwhile they should also focus on tangibility and assurance.The paper gives countermeasures to the dimensions of empathy,tangibil-ity and assurance,and provides reference for improving the quality of rural community services.