深圳市养老机构服务质量的现状及影响因素研究

Study on the Current Situation and Influencing Factors of Service Quality in Nursing Institutions of Shenzhen

目的:分析养老机构服务质量的现状及影响因素。方法:采取便利取样法对深圳市养老机构217位老年人进行问卷调查,采用SERVQL量表评估老年人的感知服务质量、期望服务质量及服务质量满意度。结果:感知服务水平与期望服务水平的差值为?7.91,低于0分,代表老年人整体上对养老机构的服务质量不满意。老年人的婚姻状况(β = ?0.325, P 【0.01)、居住情况(β = ?0.187, P = 0.013)及领悟社会支持水平(β = 0.440, P 【0.001)是服务质量评价的影响因素,其他因素无统计学意义。结论:老年人整体上对养老机构的服务质量不满意,婚姻状况、居住情况及领悟社会支持水平是服务质量评价的影响因素。

Objective: To analyze the current situation and influencing factors of service quality in nursing institutions. Methods: 217 elderly people in Shenzhen nursing institutions were surveyed by convenience sampling method, and SERVQL scale was used to evaluate their perceived service quality, expected service quality and satisfaction with service quality. Results: The difference between perceived service level and expected service level was ?7.91, lower than 0, indicating that the elderly were not satisfied with the service quality of nursing institutions as a whole. Marital status (β = ?0.325, P