贵阳市养老机构经营服务状况与入住老人满意度研究
发布时间：2018-09-16 18:54
【摘要】：随着经济社会的发展,老年人口数量的大幅增加、家庭模式小型化以及年轻人口流动的加剧,使家庭养老这一传统方式受到了挑战。在收入水平提高、观念持续更新、老人身体机能退化的前提下,选择让老人入住养老机构养老的家庭逐渐增多。兴办养老机构,改善养老机构经营服务状况能够吸引更多老人入住、更好的发挥机构养老的补充作用。同时入住老人在养老机构生活的过程中,会对养老机构的各个方面有着相应的满意度,因此本文主要研究内容为贵阳市养老机构的经营服务现状、入住老人生活满意度以及两者之间的关系。本文针对这些问题,对贵阳市养老机构的经营服务状况与入住老人满意度展开实地调研,收集一手数据资料,加入对入住老人与机构管理者的深度访谈,并进行深刻理解与剖析。研究发现:(1)贵阳市养老机构中公办数量较少,民办养老机构数量较多且发展迅速;为保障贵州省养老机构健康持续发展,省政府及相关部门出台了一系列政策与措施来鼓励、支持养老机构的建设与发展;贵阳市63.2%民办养老机构处于经营亏损状态。(2)贵阳市养老机构入住老人总体满意度较高,老人们对于养老机构的服务内容、服务设施、服务态度的满意度参差不齐,这主要是因为老人入住的养老机构各不相同,是根据自身情况做出的相对满意度评价。(3)养老机构的经营服务状况与入住老人的满意度之间有相关性联系,经营服务状况是入住老人满意度的重要影响因素。据调查数据显示,养老机构的经营盈亏状况对入住老人总体满意度没有显著影响,但养老机构的服务状况中,服务质量、服务设施与服务态度均能够显著影响入住老人的总体满意度。根据上述结论,为改善贵阳市养老机构的经营服务状况、提升入住老人满意度,本文从政策支持、经营管理、养老服务三方面提出了相关建议:(1)确保现有政策落实到位,创造更优政策环境。(2)提高服务质量,转变经营理念;合理制定价格,规范提供服务;拓宽服务领域,扩大服务范围。(3)构建监督体系,注重服务质量;紧抓服务细节,完善服务内容;提高员工素质,走职业化道路。本文创新之处:角度的创新。通过调查贵阳市养老机构的经营服务情况及入住老人满意度,了解贵阳市养老机构经营服务中存在的问题,并提出了完善建议。对于改善贵阳市养老机构经营服务状况,提升入住老人满意度及晚年生活质量有一定的意义。
[Abstract]:With the development of economy and society, the large increase of the elderly population, the miniaturization of the family model and the aggravation of the mobility of the young population, the traditional way of providing for the aged in the family has been challenged. With the improvement of income level, the renewal of the concept and the deterioration of the body function of the elderly, the number of families who choose to let the elderly live in the old-age institution for the aged is increasing gradually. The establishment of pension institutions and the improvement of the operational services of pension institutions can attract more old people to stay and better play the supplementary role of institutional old-age care. At the same time, the elderly in the process of living in pension institutions, will have a corresponding satisfaction with the various aspects of pension institutions, so the main content of this paper is the status quo of the management and service of pension institutions in Guiyang. The life satisfaction of the elderly and the relationship between them. In view of these problems, this paper carries out a field investigation on the management and service status of pension institutions and satisfaction of the elderly in Guiyang, collects primary data, and adds in-depth interviews with the elderly and the managers of the institutions. And deep understanding and analysis. The findings are as follows: (1) the number of public pension institutions in Guiyang is small, the number of private pension institutions is large and developing rapidly, and in order to ensure the healthy and sustainable development of pension institutions in Guizhou Province, the provincial government and relevant departments have issued a series of policies and measures to encourage them. To support the construction and development of pension institutions, 63.2% of private pension institutions in Guiyang City are in a state of operating deficit. (2) the overall satisfaction of the elderly in Guiyang pension institutions is higher, and the elderly have a high level of service content and facilities for pension institutions. The degree of satisfaction with the service attitude is uneven, mainly because the elderly live in different pension institutions. It is a relative satisfaction evaluation according to their own situation. (3) there is a correlation between the service status of pension institutions and the satisfaction of the elderly, and the operating service condition is an important factor affecting the satisfaction of the elderly. According to the survey data, the operating profit and loss status of pension institutions has no significant impact on the overall satisfaction of the elderly, but the service quality of the pension institutions is among the service conditions. Service facilities and attitude can significantly affect the overall satisfaction of the elderly. According to the above conclusions, in order to improve the management and service status of pension institutions in Guiyang, and improve the satisfaction of the elderly, this paper puts forward some relevant suggestions from three aspects: (1) to ensure the implementation of the existing policies; Create a better policy environment. (2) improve service quality, change business philosophy, rationally set prices, standardize service delivery, broaden service fields and expand service scope. (3) build supervision system, pay attention to service quality, pay close attention to service details, Improve the service content, improve the quality of staff, take the road of professionalism. The innovation of this article: angle innovation. By investigating the management and service situation of pension institutions in Guiyang and the satisfaction of the elderly, the problems existing in the operation of pension institutions in Guiyang city are understood, and some suggestions are put forward to improve them. It is of significance to improve the management and service of pension institutions in Guiyang and to improve the satisfaction of the elderly and the quality of life in their old age.
【学位授予单位】：贵州财经大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：D669.6
本文编号：2244432
[Abstract]:With the development of economy and society, the large increase of the elderly population, the miniaturization of the family model and the aggravation of the mobility of the young population, the traditional way of providing for the aged in the family has been challenged. With the improvement of income level, the renewal of the concept and the deterioration of the body function of the elderly, the number of families who choose to let the elderly live in the old-age institution for the aged is increasing gradually. The establishment of pension institutions and the improvement of the operational services of pension institutions can attract more old people to stay and better play the supplementary role of institutional old-age care. At the same time, the elderly in the process of living in pension institutions, will have a corresponding satisfaction with the various aspects of pension institutions, so the main content of this paper is the status quo of the management and service of pension institutions in Guiyang. The life satisfaction of the elderly and the relationship between them. In view of these problems, this paper carries out a field investigation on the management and service status of pension institutions and satisfaction of the elderly in Guiyang, collects primary data, and adds in-depth interviews with the elderly and the managers of the institutions. And deep understanding and analysis. The findings are as follows: (1) the number of public pension institutions in Guiyang is small, the number of private pension institutions is large and developing rapidly, and in order to ensure the healthy and sustainable development of pension institutions in Guizhou Province, the provincial government and relevant departments have issued a series of policies and measures to encourage them. To support the construction and development of pension institutions, 63.2% of private pension institutions in Guiyang City are in a state of operating deficit. (2) the overall satisfaction of the elderly in Guiyang pension institutions is higher, and the elderly have a high level of service content and facilities for pension institutions. The degree of satisfaction with the service attitude is uneven, mainly because the elderly live in different pension institutions. It is a relative satisfaction evaluation according to their own situation. (3) there is a correlation between the service status of pension institutions and the satisfaction of the elderly, and the operating service condition is an important factor affecting the satisfaction of the elderly. According to the survey data, the operating profit and loss status of pension institutions has no significant impact on the overall satisfaction of the elderly, but the service quality of the pension institutions is among the service conditions. Service facilities and attitude can significantly affect the overall satisfaction of the elderly. According to the above conclusions, in order to improve the management and service status of pension institutions in Guiyang, and improve the satisfaction of the elderly, this paper puts forward some relevant suggestions from three aspects: (1) to ensure the implementation of the existing policies; Create a better policy environment. (2) improve service quality, change business philosophy, rationally set prices, standardize service delivery, broaden service fields and expand service scope. (3) build supervision system, pay attention to service quality, pay close attention to service details, Improve the service content, improve the quality of staff, take the road of professionalism. The innovation of this article: angle innovation. By investigating the management and service situation of pension institutions in Guiyang and the satisfaction of the elderly, the problems existing in the operation of pension institutions in Guiyang city are understood, and some suggestions are put forward to improve them. It is of significance to improve the management and service of pension institutions in Guiyang and to improve the satisfaction of the elderly and the quality of life in their old age.
【学位授予单位】：贵州财经大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：D669.6
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