基于购买者与使用者双重视角的养老服务容忍区差异性分析
发布时间：2018-08-28 06:14
【摘要】：2014年以来,我国开始逐渐加快养老服务相关产业的建设步伐,不断出台相关法律法规推动建成功能完善、规模适度、覆盖城乡、具有中国特色的养老服务模式。但是,目前的养老服务产业还处于发展阶段,有很多不完善的地方,尤其是养老服务这种高接触度、与个人生活息息相关的服务。服务质量的提高问题急需解决,以满足人们对养老服务日益增长的需求。因此,在梳理现有养老服务、容忍区相关文献的基础上,本研究立足于SERVQUAL量表,结合社区居家养老服务的特点,建立符合实际情况的社区居家养老服务质量评价体系。根据实际情况将社区居家养老服务的顾客分为两大类:服务使用者(老年人)与服务购买者(家庭成员),分别对这两个群体对社区居家养老服务的质量评价和容忍区的差异性进行探寻并分析。通过统计计算两个群体的感知服务质量和满意度数值,结果显示虽然老年人和家庭成员对已使用过的社区居家养老服务质量的感知差异并不大,但是他们对服务的重视点并不相同。对于老年人来说,移情性是他们最为关注的维度,希望能从服务人员那里得到多一些的关心和个性化服务。但是对于家庭成员来说,服务人员是否能够为家中老年人提供可靠的服务才是重中之重。随后,本文分别测量两个群体的社区居家养老服务容忍区宽度,并利用结构方程模型寻找容忍区上下限的影响因素。对容忍区的研究发现,虽然老年人和家庭成员的容忍区宽度基本处于相同水平,但是在关键维度的评价上却表现出了差异性。同时,验证所提出的假设:"以往的服务使用情况"、"内外环境因素"以及"态度和自我感知"三个因素对老年人和家庭成员的"适当服务水平"都具有显著影响;而"以往的服务使用情况"、"持续的服务强化因素"以及"态度和自我感知"会显著影响两个群体的"理想服务水平"。同时,还验证了某项服务的重要性与其容忍区宽度成负相关。但对于老年人和家庭成员来说,差异也体现在对各自容忍区上下限的影响程度当中。最后,根据本文研究结果,对养老服务提供者应该如何改良养老服务质量、提高顾客满意度提供了意见和建议。在对本研究的局限性进行讨论的同时对未来的可行研究方向进行了展望。
[Abstract]:Since 2014, China has begun to accelerate the pace of the construction of related industries of old-age service, and constantly introduce relevant laws and regulations to promote the completion of the pension service model with Chinese characteristics, with perfect function, moderate scale, covering urban and rural areas. However, the current old-age service industry is still in the development stage, there are a lot of imperfect places, especially the high contact degree of old-age service, which is closely related to personal life. The improvement of service quality needs to be solved urgently to meet the increasing demand for pension service. Therefore, on the basis of combing the related documents of the existing old-age service and tolerance area, this study is based on the SERVQUAL scale, combined with the characteristics of the community home old-age care service, and establishes the quality evaluation system of the community home old-age care service in accordance with the actual situation. According to the actual situation, the customers of community home pension service are divided into two categories: service user (elderly) and service buyer (family member). The difference of tolerance region is explored and analyzed. The perceived service quality and satisfaction degree of the two groups were calculated statistically. The results show that although there is no significant difference between the elderly and the family members in the perceived quality of the used community home care service, But their emphasis on service is not the same. For the elderly, empathy is their most concerned dimension, hoping to get more care and personalized services from the service staff. But for family members, the most important thing is whether the service personnel can provide reliable services to the elderly. Then, we measure the width of the tolerance zone of the two groups, and use the structural equation model to find out the factors that affect the upper and lower limits of the tolerance zone. The study of tolerance zone found that although the width of tolerance zone of the elderly and family members was basically the same, it showed differences in the evaluation of key dimensions. At the same time, the hypothesis was tested: "past service use", "internal and external environmental factors" and "attitude and self-perception" had significant effects on the "appropriate service level" of the elderly and family members; "past service usage", "continuous service reinforcement" and "attitude and self-perception" will significantly affect the "ideal service level" of the two groups. At the same time, it is verified that the importance of a service is negatively correlated with the width of its tolerance zone. But for the elderly and family members, the difference is also reflected in the extent to which the upper and lower limits of the respective tolerance zones are affected. Finally, according to the results of this study, the author provides some suggestions on how to improve the quality of pension service and improve customer satisfaction. The limitations of this study are discussed and the possible research directions in the future are prospected.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D669.6
本文编号：2208503
[Abstract]:Since 2014, China has begun to accelerate the pace of the construction of related industries of old-age service, and constantly introduce relevant laws and regulations to promote the completion of the pension service model with Chinese characteristics, with perfect function, moderate scale, covering urban and rural areas. However, the current old-age service industry is still in the development stage, there are a lot of imperfect places, especially the high contact degree of old-age service, which is closely related to personal life. The improvement of service quality needs to be solved urgently to meet the increasing demand for pension service. Therefore, on the basis of combing the related documents of the existing old-age service and tolerance area, this study is based on the SERVQUAL scale, combined with the characteristics of the community home old-age care service, and establishes the quality evaluation system of the community home old-age care service in accordance with the actual situation. According to the actual situation, the customers of community home pension service are divided into two categories: service user (elderly) and service buyer (family member). The difference of tolerance region is explored and analyzed. The perceived service quality and satisfaction degree of the two groups were calculated statistically. The results show that although there is no significant difference between the elderly and the family members in the perceived quality of the used community home care service, But their emphasis on service is not the same. For the elderly, empathy is their most concerned dimension, hoping to get more care and personalized services from the service staff. But for family members, the most important thing is whether the service personnel can provide reliable services to the elderly. Then, we measure the width of the tolerance zone of the two groups, and use the structural equation model to find out the factors that affect the upper and lower limits of the tolerance zone. The study of tolerance zone found that although the width of tolerance zone of the elderly and family members was basically the same, it showed differences in the evaluation of key dimensions. At the same time, the hypothesis was tested: "past service use", "internal and external environmental factors" and "attitude and self-perception" had significant effects on the "appropriate service level" of the elderly and family members; "past service usage", "continuous service reinforcement" and "attitude and self-perception" will significantly affect the "ideal service level" of the two groups. At the same time, it is verified that the importance of a service is negatively correlated with the width of its tolerance zone. But for the elderly and family members, the difference is also reflected in the extent to which the upper and lower limits of the respective tolerance zones are affected. Finally, according to the results of this study, the author provides some suggestions on how to improve the quality of pension service and improve customer satisfaction. The limitations of this study are discussed and the possible research directions in the future are prospected.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D669.6
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