社區型非營利組織福利照顧輸送之民眾服務品質與滿意度探討－以臺南市社區照顧關懷據點為例

DISCUSSION ON THE QUALITY AND USER SATISFACTION OF SOCIAL SERVICE DELIVERED BY COMMUNITY-BASED NPOs-EXAMPLE OF THE COMMUNITY CARING CONCERN CENTERS OF TAINAN CITY

謝政勳(Cheng-Hsun Hsieh) ； 陳瑞榮(Rui-Rong Chen)

《國立臺灣科技大學人文社會學報》 15卷4期 (2019/12) Pp. 343-379

摘要

臺灣已正式邁入高齡社會，故長者健康與社會照顧之議題益顯重要。在衛福部推動下，社區照顧關懷據點設置數量大幅增長，然如何兼具良好服務品質使被服務者滿意度能提高，為本研究之課題。本研究以臺南市為範圍，探討被服務者期望之服務品質與實際感受服務的認知，進而分析被服務者之滿意度。依據服務品質相關文獻及SERVQUAL量表設計問卷，採立意抽樣篩選出據點，再以便利抽樣對據點被服務者發放問卷，共計398份有效問卷。研究實證發現：1.被服務者對據點服務品質之期望與實際認知程度有部分具顯著差異；2.不同性別、年齡等人口統計變項對滿意度構面有顯著差異；3.不同性別、年齡等人口統計變項對服務品質構面無顯著差異；4.經相關分析發現據點服務品質和滿意度為正相關。本研究最後提出結論與建議，以提供社福相關之公私單位提升據點服務品質之參考。

關鍵字

高齡社會 ； 社區型非營利組織 ； 社區照顧關懷據點 ； 服務品質 ； 滿意度

並列摘要

Taiwan has officially become an advanced society, thus the issue of health and social care for the elderly is becoming more and more important. Under the leadership of the Ministry of Health and Welfare, the number of community care centers has increased significantly. However, how to achieve good service quality and improve the satisfaction of the service provider is the subject of this research. This study is based on Tainan City, and explores the perceived quality of service and its apparent perception by the serviced person, and then analyzes the level of satisfaction by of the serviced person. This study consulted relevant documents of service quality and SERVQUAL scale design questionnaires, in addition, based on the current situation of the centers and the regional scale, we selected 123 community caring concern centers that have at least ten years of history and provide four categories of the main services, issued questionnaires and in the end collected 398 valid questionnaires. The finding can be illustrated as: 1. There are some significant differences between the expected service quality and the actual situation. 2. In terms of satisfaction level, there are significant differences in the demographic variables such as gender, age, etc. 3. In terms of service quality, there is no significant difference in the demographic variables such as gender, age, etc. 4. According to the analysis results, we found out that the service quality and satisfaction level of the centers are positively correlated.

並列關鍵字

aged society ； community-based NPOs ； community caring concern centers ； service quality ； satisfaction

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