青州市农村社会养老服务居民满意度评价研究

发布时间：2017-12-31 22:10

本文关键词：青州市农村社会养老服务居民满意度评价研究　出处：《山东财经大学》2015年硕士论文　论文类型：学位论文

【摘要】：国务院于2011年印发《社会养老服务体系建设规划(2011-2015)》,各级政府积极响应,并整合社会各类资源,逐步建立了以“居家养老为主、社区养老为依托、机构养老为补充”的新型社会养老服务体系。然而鉴于资源有限、基础薄弱等因素的制约,广大农村地区社会养老服务事业的发展依然举步维艰。如何对农村社会养老服务进行评价,发现并解决服务过程中存在的问题,对提升农村社会养老服务水平具有重要的指导意义。理论上讲,了解农村社会老年居民对社会养老服务的期待(重要性)和绩效(满意度)的感知,是改善农村社会养老服务水平的一个重要途径。如果大多数农村老年居民对所提供的某项养老服务抱有很高的期待,而对实际情况的感知又不够满意,那就意味着,从满足农村老年居民养老需求的角度看,政府应该采取某些措施,来提升该项服务的供给能力。为此,笔者基于文献研究整理,以“重要性”和“满意度”两个维度作为切入点,利用扎根理论针对青州市农村社会养老服务状况进行了实地调研与访谈,初步构建了其社会养老服务居民满意度评价指标体系X(1);然后通过预调查获取数据,利用多种指标鉴别力分析方法对指标进行了精炼筛选,进而确定了包括“社区环境建设、为老服务设施、经济支持状况、日常生活照料、医疗保健服务、精神慰藉服务、休闲娱乐服务和服务人员素质”等八个方面的青州市农村社会养老服务居民满意度评价指标体系X(2);并利用正式调查数据进行了问卷的信度、效度分析,确保了调查数据的可靠性和一致性。利用“重要性—满意度”绩差分析法和优先行动矩阵工具进行了实证分析。同时,以重要性维度为权重,构建了居民满意度指数模型,测算了青州市7个乡镇的社会养老服务居民满意度指数并进行了比较分析。研究发现,青州市农村社会养老服务存在“为老服务设施建设不完善、医疗保健服务不能满足农村老年居民基本医疗需求和服务人员素质差”等问题,并对所存在问题的成因进行了分析,提出了“拓宽资金筹资渠道加强农村社会养老服务基础设施建设、建立覆盖所有农村老年居民的医疗保健体系和培养专业化养老服务人才,加强服务人才队伍建设”等问题解决对策;同时,根据不同村镇居民满意度指数的分析,提出了提升青州市农村社会养老服务满意度水平的激励策略。
[Abstract]:In 2011 the State Council issued "the planning and construction of social old-age service system (2011-2015) >, all levels of government to respond positively, and integrate various social resources, gradually establish a" home-based care, community care as the basis, the new social pension service system for pension institutions ". However, in view of the limited resources constraints, weak foundation and other factors the development of the society, pension services in rural areas is still very difficult. How to evaluate the rural social endowment service, find and solve the main problems in the process of service, has an important guiding significance for improving the service level of rural society. In theory, understand the rural social elderly residents looking for social endowment service (importance) and performance (satisfaction) perception is an important way to improve the level of rural social pension services. If the majority of rural elderly residents Provide a service for the aged have high expectations, and the actual situation of perception is not satisfied, that means, from the needs of rural elderly residents pension demand perspective, the government should take some measures to improve the supply capacity of the service. Therefore, the literature research based on "two finishing. The dimensions of importance" and "satisfaction" as the starting point, using the grounded theory to field research and interviews in rural social pension services in Qingzhou City, established the social endowment service residents satisfaction evaluation index system of X (1); and then get the data through the pre survey, analysis of indicators are refined by screening a variety of indicators to determine the discrimination, including "the construction of community environment, the old service facilities, economic support, life care, health care, spiritual comfort, leisure and entertainment X satisfaction evaluation index system of rural social endowment service of residents in Qingzhou city from eight aspects of music services and quality of service staff "(2); the analysis of validity and the reliability of the questionnaire, using the survey data, to ensure the reliability of the survey data and consistency. The importance of satisfaction" performance analysis and the priority action matrix tool for empirical analysis. At the same time, the importance of dimensions as the weight of the building residents' satisfaction index model, calculates the index of satisfaction of residents social pension services in 7 townships in Qingzhou city were analyzed. The study found that the existence of "rural social pension services for the elderly in Qingzhou service facilities is not perfect medical and health care services can not meet the problem of quality of rural elderly residents basic medical needs and service personnel and the causes of poor", the problems are analyzed, put forward" Broaden the financing channels to strengthen the rural social endowment service infrastructure, the establishment of covering all the elderly residents of rural health care system and training specialized personnel pension services, strengthen the service personnel construction and countermeasures; at the same time, according to the analysis of index of satisfaction of different rural residents, we put forward some incentive strategies to enhance the level of rural social endowment service satisfaction the city of Qingzhou.

【学位授予单位】：山东财经大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F323.89;D669.6

【参考文献】