老人日間照顧中心服務品質與滿意度之研究：以台灣南部某地區醫院為例

A Study on Quality of Services and Satisfaction for Elderly Day Care Centers: A Case Study of a Hospital in Southern Taiwan

石泱(Shih, Y.) ； 羅惠慈(Lo, H.-T.) ； 陳重吟(Chen, C.-Y.)

《福祉科技與服務管理學刊》 6卷2期 (2018/07) Pp. 121-136

https://doi.org/10.6283/JOCSG.201807_6(2).121

摘要

本研究以台灣南部某地區醫院老人日間照顧中心為對象，探討服務品質與滿意度之間的關係。研究資料取自該日間照顧中心2016年至2017年服務使用者，並將服務品質區分為結構面、過程面和結果面。研究結果顯示，受訪者對於結果面的滿意度最高、對結構面的滿意度最低。而迴歸分析發現，影響使用者滿意度的最主要因素為服務品質的結果面，其次是過程面，而結構面對於使用者的滿意度則不具有預測效果，研究者最後提出結論與建議。

關鍵字

老人 ； 日間照顧中心 ； 服務品質

並列摘要

The purpose of this study is to investigate the relationship between service quality and satisfaction in an elderly day care center within a hospital in southern Taiwan. Research data was collected from the users of the day care center from 2016 to 2017; service quality was divided into structural, process and outcome dimensions. The research results reveal that users have the highest degree of satisfaction with the outcome dimension and the lowest degree of satisfaction with the structural dimension. Regression analysis found that the most important factor affecting user satisfaction is outcome dimension, followed by process dimension, but structural dimension did not have any predictive effect on satisfaction. The study concludes with suggestions on how to improve service quality and satisfaction in elderly day care centers.

並列關鍵字

Elderly ； Day Care Centers ； Quality of Services