城市老年人机构养老服务群体满意度影响因素分析——基于上海488家机构的实证调查

An Analysis of the Group Influencing Factors on Satisfaction of Elderly Care Service in Urban Elderly Care Institutions--An Empirical Investigation Based on 488 Institutions in Shanghai

群体满意度是养老机构评价的重要指标,针对养老机构群体满意度的影响因素,构建结构方程模型(SEM)。基于上海市488家养老机构的调查数据进行实证研究。结果表明:养老机构的群体满意度受多种因素影响,可以通过改善老年人对养老机构的环境感受来提升其对养老机构的满意度;养老机构要在提升服务水平的同时提高养老服务质量,从而提高入住老年人的满意度,进而提高自身的行业竞争力;养老机构的硬件设施、人员配备、内部管理,与入住老年人的满意度无直接关系。

Group satisfaction is an important indicator for the evaluation of elderly care institutions.This article constructs a Structural Equation Model(SEM)based on the influencing factors of satisfaction among elderly care institutions.It conducts empirical research based on survey data from 488 elderly care institutions in Shanghai,and the results indicate that the group satisfaction of elderly care institutions is influenced by multiple factors,and can be improved by making the elderly's environmental perception better.The quality and the level of elderly care services should be improved at the same time,in order to improve the satisfaction of the elderly residents and enhance the industry competitiveness.However,the hardware facilities,staffing and internal management of institutions are not directly related to the satisfaction of the elderly residents.