南投縣居家服務品質探討服務使用者與提供者之觀點比較

Quality of Home Care Services in Nan-Tou County-A Comparative Study of Home Service Users and Service Providers

周淑美(Zhou Shu Mei)

指導教授 ： 胡月娟 ； 龔佩珍

亞洲大學/健康學院/長期照護研究所/碩士(2007年)

摘要

本研究旨在暸解居家服務使用者與提供者是良知的服務品質，探討其影響因素及兩者闊的差異。以南投縣某居服單位所有的照顧服務員112位與居家服務使用者218位為對象，採結構式問卷進行調查，回收有效問卷，居家服務使用者200份 (91.7%)，照顧服務員1 09份(97.3%)。結果顯示，居家服務使用者成知服務品質的高低依序為保證性、反應性、可靠性、同理心、有形性，「保證性」是整體服務品質最具有影響力的構面，各項平均值介於4.06-4.72，其中以「我對居家照顧服務員提供的服務戚到放心」的是感知程度最高， 「居家照顧服務員能以我個人的最大利益為主要考量」最低。居家服務提供者感知的服務品質依序為保證性、同理心、反應性、可靠性、有形性，「保證性」是整體服務品質最具有影響力的構面，各項服務品質平均值介於4.08-4.54，其中以「我提供的居家服務是讓個案感到信賴的」的感知程度最高，「第一次就正確執行服務」最低。感知的服務品質會因居家服務使用者與提供者個人屬性而有顯著差異。居家服務使用者與提供者間感知的服務品質
雷同。研究結果可提供居家服務單位參考，改善服務品質，增加照顧服務員在職教育機會，以增進居家服務使用者的福祉。

關鍵字

居家服務 ； 服務品質

並列摘要

The purposes of this study were to identify home care service users' and providers' perception of home care service quality, to explore its influential factors, and to analyze the gap between them. The samples include 112 home care workers and 218 service users from a home care service unit in Nantou-County. A structured questionnaire is used to collect data. Among service users, 200 valid questionnaires are collected, and the response rate is 91.7%. As to home care workers, the valid questionnaires received are 109, and the response rate is 97.3%. According to the results, the service users' perception of the five dimensions of home care service quality can be ranked from the highest to the lowest as assurance, responsiveness, reliability, empathy and tangibility, that is to say, "assurance" is the most powerful dimension of service quality. The mean value for the services was between 4.06-4.72. The item with the highest mean is "I have confidence in the home care services provided by the home care workers." On the other hand, the one with the lowest mean is "The home care workers can take my best interests into consideration."In addition, the service providers' perception of the five dimensions of home care service quality can be sorted from the highest to the lowest as assurance, empathy, responsiveness, reliability and tangibility. The results indicate that "assurance" is the most influential dimension of service quality. The mean value for the services was between 4.08-4.54. The item with the highest mean is "The service users have confidence in the home care services I provide." On the contrary, the one with the lowest mean is "The home care workers can perform the services accurately from the first time." Home care service users' and providers' attributes will lead to significant differences in the perception of home care service quality. It is found that there is no difference in the perception of home care service quality between these two parties. The findings of this study can serve as references for home care service units to improve their service quality, to increase in-service education opportunities for home care workers and to promote benefits for home care service users.

並列關鍵字

home care service ； service quality

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