服務品質與顧客滿意度-以屏東縣某日間照顧中心為例

The Effect of Service Quality on Customer Satisfaction-A Day Care Center in Pingtung as an Example

潘秋月(Pan Chiu-Yueh)

指導教授 ： 趙雨潔

國立屏東科技大學/管理學院/高階經營管理碩士在職專班/碩士(2020年)

https://doi.org/10.6346/NPUST202000258

摘要

行政院國家發展委員會推估2026年邁入超高齡社會，老年人口比率將達 20%。故台灣推展長期照顧十年計畫因應長期照顧之需求。本研究主要在探究屏東縣某日照中心服務品質與顧客滿意度，探討之間的關聯性。研究對象以目前或曾經接受過日間照顧之家屬為研究對象，研究資料取自該中心103年至109年曾經或目前使用者之家屬，以立意取樣作為抽樣方法，蒐集有效樣本123份。
以Parasuraman, Zeithaml and Berry(1985)所提出的服務品質概念模式為架構，運用Service Quality量表對使用者家屬進行測量，並將服務品質區分為結構面、過程面和結果面。預測結果可供政府及長期照顧服務相關單位參考。

關鍵字

長期照顧 ； 日間照顧 ； 服務品質 ； PZB模式 ； 滿意度

並列摘要

The National Development Committee of the Executive Yuan estimates that it will enter a super-aged society by 2026. The ratio of the elderly population will reach 20%. Therefore, Taiwan has implemented a Ten-Year Long-Term Care Plan 2.0 torespond the needs of long-term care. The research aims to explore the relationship betweenservice quality and satisfaction of a day care center in Pingtung County.

　　The subjects of the study are individuals whose family membershad orhave received day careservice from 2014 to 2020in the center. The purpose sampling method was used to collect 123 valid samples.

　　Based on the conceptual model of service quality proposed by Parasuraman, Zeithaml and Berry (1985), the Service Quality scale is used to measure the service quality level and satisfication level of family members of the users, and the service quality is divided into structural, process and results. The forecast results can be used for reference by the government and relevant units of long-term care services.

並列關鍵字

Long-Term Care ； Day Care ； Service Quality ； PZB Model ； Satisfaction

參考文獻

英文文獻

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