長期照護機構感知服務品質之研究

A Study on Perceived Service Quality of a Long-term Care Facilities

許書銘(Shu-Ming Hsu)

指導教授 ： 蔡玉娟

國立屏東科技大學/管理學院/資訊管理系所/碩士(2013年)

https://doi.org/10.6346/NPUST.2013.00089

摘要

近年來人口老化已經是目前台灣人民要面臨的社會變遷，我國人口老化已是我國政府須因應的不可避免之趨勢，為此推動了多項的長期照顧服務方案。而住民的滿意度調查便是一項長期照護業者自我檢視服務品質的重要方法。本研究以長期照護機構之住民為對象，旨在探討入住長期照護機構之住民的感知服務品質，並探討不同變項對感知服務品質構面之影響分析。採量化問卷調查法為主，以SPSS17.0統計分析，以研究分析結果，提出對長期照護機構的經營者與上級機關之建議與改善方向。研究結果發現：
1.不同機構口碑來源的住民在「關懷性」構面的期望與感受上有差異存在。由親友所推薦的住民在期望與感受均較高。
2.在感知服務品質構面的「關懷性」感受部分，由子女選擇機構的住民感受較高。
3.不同經驗的住民，在感知服務品質構面的「可靠性」期望上，以住過2家長照機構的住民期望較高。
4.不同長期照護機構等級的住民，在感知服務品質構面的「可靠性」、「反應性」、「保證性」、「關懷性」期望上有差異存在，優等照護機構期望皆高於甲等與乙等照護機構。而在感知服務品質構面的「可靠性」、「保證性」、「關懷性」感受上亦差異存在，優等照護機構感受亦高於甲等照護機構。
5.不同長期照護機構型態的住民，在感知服務品質構面的「可靠性」、「保證性」期望上有差異存在。公立機構皆高於財團法人及獨立型長期照護機構。
6.不同長期照護機構規模的住民，在感知服務品質構面的「可靠性」、「保證性」期望上有差異存在。大型機構高於中型機構及小型機構。
7.住民在感知服務品質構面的「有形性」構面滿意度上有差異存在，顯示住民對長期照護機構之外在環境設施、設備較有明顯差異感受。

關鍵字

長期照護 ； 感知服務品質 ； SERVQUAL ； 客戶滿意度

並列摘要

In recent years, the aging population is already the people of Taiwan to face the current social changes, Our population is aging is our government would need to be an inevitable trend, By promoting a number of long-term care services program. The resident satisfaction survey is a long-term care industry self-view service quality important ways. in this study, residents of long-term care facilities for the object, to investigate the long-term care institutions, residents perceived quality of service, and to explore the different variables on the perception of service quality impact analysis. Mining quantitative questionnaire-based, to SPSS17.0 statistical analysis, In analysis results, Presented to long-care facility operator and the superior authority and improvement of the proposed direction. The results showed that:
1.Residents of different institutions reputation sources In the "empathy" dimension expectations and feelings there are differences exist.
2.In the perception of service quality dimensions of "empathy" feel part of the, Children selected by the residents feel the higher institutions.
3.Different experiences of residents, in the perception of service quality and "Reliability" expectations on, lived in two parent bodies inhabitants according to the higher expectations.
4.Different levels of long-term care facility residents, in the "reliability", "responsiveness", "assurance", "empathy" expect there are differences exist, classy institutions were higher than the Class A and B expect institutions. In the "reliability", "assurance", "empathy" is also on the perception of differences exist.
5.Different types of long-term care institution residents, in the "reliability", "assurance" There were differences on expectations. Public institutions were higher than the standalone Foundation and long-term care institutions.
6.Residents of different institutions sizes, in the "reliability", "assurance" There were differences on expectations. Large organizations than medium firms and small establishments.
7.Residents in the perception of service quality dimensions of "tangibles" dimension satisfaction differences exist, show residents in long-term care institutions outside environment and facilities, equipment, representing a significant difference feelings.

並列關鍵字

long-term care ； perceived service quality ； SERVQUAL ； Customer Satisfaction

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