银发经济背景下基于SERVPERF-Kano模型的链式养老服务质量提升研究——以南通市为例

Research on Improving the Quality of Chain Elderly Care Services Based on the SERVPERF-Kano Model in the Context of Silver Economy:Taking Nantong City as an Example

随着中国快速步入老龄社会,发展银发经济成为国家战略的重要组成部分。以老龄化程度显著的南通市为例,通过集成SERVPERF-Kano模型,构建银发经济驱动下的链式养老服务质量评估体系。通过构建涵盖助餐、居家养老、医疗康复等核心服务领域的综合性评估指标体系,识别出养老服务中的关键待改进领域,针对性提出预防与干预一体化管理、实施个性化与数据驱动治疗模式、灵活满足老年人需求、构建多功能情感支持平台、优化居住与治疗空间等质量提升策略,以期为我国养老服务质量提升提供科学依据和实践指导,为积极应对人口老龄化挑战提供切实可行的解决方案。

As China rapidly enters an ageing society,developing the silver economy has become an important part of the national strategy.Taking Nantong,a city with a high level of population ageing,as an example,we integrated the SERVPERF and Kano models to develop a quality evaluation system for chain elderly care services driven by the silver economy.Through establishing a comprehensive evaluation index system covering key services such as meal assistance,home-based care,and medical rehabilitation,this study identified critical areas for further improvement in elderly care services and put forward quality improvement strategies including integrated management of prevention and intervention,personalized and data-driven treatment modes,flexible adaptation to the needs of older adults,the construction of multifunctional emotional support platforms,and the optimization of living and treatment spaces,with a view to provide scientific basis and practical guidance for enhancing the quality of elderly care services in China,and provide feasible solutions to actively responding to population ageing.