护理研究2017，Vol.31Issue(16)：1961-1967,7.DOI:10.3969/j.issn.1009-6493.2017.16.012
基于SERVQUAL模型的社区养老服务质量评价研究及其影响因素分析
Research on community pension service quality evaluation based on SERVQUAL model and its influencing factors
摘要
Abstract
Objective:To construct an evaluation model suitable for community pension service in Qingdao community according to the service demand of the elderly in Qingdao community pensioned at home,to investigate the evaluation of the quality of pension service among the elderly in the community,and to analyze the influencing factors and make suggestions.Methods: A total of 260 elderly in four communities in Qingdao were surveyed by using the SERVQUAL community service quality evaluation scale which was tested through validity and validity test,and the general information questionnaire of the elderly.The influencing factors were analyzed.Results: The average evaluation score of the each item pension service by the elderly was(-0.97±0.61).The average score of tangible entries was(-0.27±1.28),and the influencing factors included gender,age,and monthly income.The average score of reliability entries was(-0.13±1.37),and the influencing factors included gender,education level,economic source,monthly income,and health status.The average score of guaranteed entries was(-1.93±0.58),and the influencing factors included gender,age,education level,economic source,monthly income and health status.The average score of responsiveness entries was(-1.15±1.22),the influencing factors included gender,age,education level,monthly income and health status.The average score of empathy was(-1.20±0.89),the influencing factors included gender,age,education level,economic source,monthly income and health status.Conclusions:The elderly had lower perceptions of the quality of community pension service than their expectation,indicating that the current community pension service was perfect.There were many factors influencing the evaluation of the elderly on the community pension service.Therefore,the development of community pension service should be guided by the demand of the elderly at different levels,from the aspects of tangibility,reliability,guaranteed,responsiveness and empathy,to improve the level of community pension services.关键词
社区养老/服务质量/模型/影响因素/构建/服务需求Key words
community pension/service quality/SERVQUAL model/influencing factors/structure/service demand分类
医药卫生引用本文复制引用
王宇,李振云,刘婷婷,刘慧如,沈芳,石洁,王爱敏..基于SERVQUAL模型的社区养老服务质量评价研究及其影响因素分析[J].护理研究,2017,31(16):1961-1967,7.基金项目
2016年度青岛市社会科学规划项目,编号:QDSKL1601097. （）
