苏州市M养老机构服务质量评估研究

发布时间：2018-12-21 21:40

【摘要】：在弘扬敬老、养老、助老社会风尚,积极应对老龄化的大背景下,“机构养老为补充”成为我国养老服务发展的新航标。受我国传统文化与家庭观念影响,与居家、社区养老相比,机构养老一直都是老年人“不得已”的最后选择。因此,在选择机构养老时,服务对象对养老机构的要求会更高、更挑剔。到底怎样才能对养老机构的服务质量做出综合、科学的评估,才能切实满足老人们的养老需求?本文将对以上问题进行探索性研究。本文选取M养老机构作为研究对象。运用文献法,在梳理有关机构养老和服务质量相关理论的基础上,对相关概念进行界定,并对机构养老服务质量的研究现状进行综述。从我国机构养老发展现状出发,以苏州市M养老机构为例,运用问卷调查法和访谈法进行评估与应用研究,并基于对M机构养老服务存在的问题提出相应对策。希望本研究能够为苏州市乃至全国的机构养老服务评估工作提供参考。本文从机构管理者、服务提供者、服务对象三方进行问卷与访谈数据的收集,并进行整理分析。通过尝试构建机构养老服务质量评估模型对M养老机构的服务质量进行评估与应用研究。旨在能够为完善机构养老服务质量评估指标添砖加瓦,为提升机构养老服务质量建言献策。本文经研究发现,M养老机构的服务质量存在很大的提升空间。老年服务对象的个体差异、服务提供者的个人质素、机构管理者的管理理念等,均影响着机构养老服务的服务质量。特别是在对M机构养老服务的有形性、可靠性、响应性、保证性、移情性五大维度评价过程中,还发现老年服务对象的服务期待与实际感知是存在一定的差距的。关于差距的产生原因,本文还作了相应的分析,并提出了相关的建议措施。虽然M机构只是众多养老机构的一个缩影,但是本文基于M机构服务质量进行研究所提出的建议,将为养老服务产业未来的发展提供宝贵的参考经验。
[Abstract]:Under the background of promoting the social fashion of respecting, supporting and assisting the elderly and actively coping with the aging, "institutional old-age support as a supplement" has become a new navigation mark for the development of old-age service in China. Influenced by Chinese traditional culture and family concept, institutional pension is always the last choice of the elderly. Therefore, in the choice of institutional pension, the service object of pension institutions will be more demanding, more picky. In the end, how can we make a comprehensive and scientific evaluation of the service quality of the old-age care institutions in order to truly meet the needs of the elderly? This article will carry on the exploratory research to the above question. M pension institution is chosen as the research object in this paper. On the basis of combing the relevant theories of institutional old-age care and service quality, this paper defines the relevant concepts and summarizes the current research situation of institutional old-age service quality. Starting from the present situation of institutional pension development in our country, this paper takes M old-age care institution in Suzhou as an example, applies questionnaire and interview method to evaluate and apply it, and puts forward corresponding countermeasures based on the problems existing in pension service of M institution. It is hoped that this study can provide a reference for the evaluation of institutional pension services in Suzhou and the whole country. This paper collects questionnaire and interview data from organization manager, service provider and service object. This paper attempts to construct an evaluation model of service quality for the aged in M pension institutions and its application. In order to improve the quality of institutional pension service evaluation index, to improve the quality of institutional pension service suggestions. This paper finds that there is great room for improvement of service quality of M-pension institution. The individual difference of the elderly service object, the personal quality of the service provider and the management idea of the organization manager all affect the service quality of the institutional old-age service. Especially in the process of evaluating M institution pension service in five dimensions: tangible, reliability, response, assurance and empathy, it is also found that there is a certain gap between the service expectation of the elderly service object and the actual perception. On the causes of the gap, this paper also makes a corresponding analysis, and puts forward the relevant measures. Although M institution is only a microcosm of many pension institutions, the suggestions put forward in this paper based on the research of service quality of M institution will provide valuable reference experience for the future development of pension service industry.
【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：D669.6

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