基于ACSI模型的居家养老服务老人满意度实证研究

An empirical study on the satisfaction of the elderly in home-based care services based on ACSI

满意度是养老服务供给和人口老龄化应对重要关注内容。以往研究养老服务满意度一般采用单一指标和指标体系法进行评价,存在评价结果不精确问题。文章基于顾客满意度指数模型(ACSI模型)构建居家养老服务老人满意度模型,选取了南京市接受居家养老服务的老人作为研究样本,对356位老人进行满意度问卷调查,利用AMOS 23.0探讨期望质量、感知质量、感知价值、社会支持、满意度及忠诚度之间关系。研究结果显示:①老人对居家养老服务总体满意程度较高;②感知质量、感知价值和期望质量正向影响满意度,感知质量影响程度最高;③社会支持会正向影响期望质量,但对老人满意度没有直接影响。

Satisfaction is an important concern for the supply of elderly care services and population aging.In previous studies,single indicator and indicator system were used to evaluate the satisfaction of elderly care services,which had the problem of imprecise evaluation Results.Based on American Customer Satisfaction Index(ACSI),this paper constructs an elderly satisfaction model of home-based care services.The elderly who receive home-based care services in Nanjing are selected as the research samples,and the satisfaction questionnaire is conducted among 356 elderly people.AMOS 23.0 is used to explore the relationships among desired quality,perceived quality,perceived value,social support,satisfaction,and loyalty.The Results show that:1.The elderly are generally satisfied with home-based care services.2.The elderly s satisfaction is positively affected by desired quality,perceived quality and perceived value,and the perceived quality has the greatest impact on the elderly s satisfaction.3.Social support positively affects the quality of expectations,but it has no direct impact on the satisfaction of the elderly.