养老机构服务质量对顾客满意度的影响研究

养老机构服务质量对顾客满意度的影响研究一以“武乡敬老院”为例摘要随着我国社会的不断变革，人口数量增加，老龄化问题也愈发突出，养老保障制度正在经历前所未有的挑战。当前，不管是老龄化的经济扶持，还是政策制度，亦或者是设施条件，均有待进一步优化补充。我国养老机构行业不断涌现，养老机构已成为社会服务行业的重要组成部分。这也将意味着我国的养老行业具有巨大的发展潜力，但是，养老机构的服务质量、床位欠缺供不应求等问题也已经暴露出来，本文就此根据养老机构服务质量和顾客满意度进行深入研究。本文以陕西省汉中市武乡敬老院为例来对顾客满意度受养老机构服务质量的作用程度展开探讨。把对顾客满意度干扰较大的变量全部找出，共计五个。分别是养老机构服务质量的可靠性、有形性、移情性、响应性、安全性。根据这五个变量制作养老机构服务质量的自变量对顾客满意度因变量的影响模型，并且提出了相应的假设。最后，依托问卷调查法达到对数据采集的目的。在此基础上，探究与变量相关的数据，对前文所设假设和研究模型检验。得出结果，养老机构服务质量各项自变量对顾客满意度这个因变量有较为显著的正向影响。文章最后根据调查研究结果以及我国养老服务业的现状，对于如何提升养老机构服务质量多个角度给出了相关建议，包括两个维度：养老机构服务质量的有形性和安全性。希望可以通过本文的研究，为养老机构行业提供一定的参考价值。关键词：武乡敬老院：养老机构服务质量：顾客满意度ABSTRACTWith the development of our society,the number of the population increases,the aging problem is also serious,the old-age security system is facing a hugechallenge,for the population ageing policy system,Base,facilities and conditions arenot yet complete.The industry ofold-age institutions has been emerging in China,andthe old-age institutions have become an important part of the old-age service system.This also means that China's old-age care industry has huge development potential,but problems such as the quality of service provided by old-age care institutions andthe shortage of bed space,etc.,have also been exposed,in this paper,according to thequality of service and customer satisfaction of pension institutions to conduct in-depthresearch.This paper takes Wuxiang County nursing home of Shanxi Province as anexample to study the effect of service quality of nursing home on customersatisfaction,and summarizes and puts forward five variables that affect customersatisfaction:Service Quality Tangibility,service quality responsiveness,servicequality reliability,service quality safety,service quality empathy,and put forward thecorresponding hypothesis.Finally,through the design of a questionnaire and survey,collected effective data,the relevant variables for specific data analysis,so as to verifythe research model and research hypothesis.The results show that the independentvariables of service quality (Tangibility,responsiveness,reliability,safety,empathy)have significant positive effects on customer satisfaction.Finally,according to the investigation and research results and the currentsituation of the old-age service industry in China,this paper gives some suggestionson how to improve the service quality of the old-age institutions,it includes twodimensions:Tangibility and security of the service quality of the old-age institutions.Ihope that this paper can provide some reference value for the industry of old-ageinstitutions.Keywords:Wuxiang County Nursing Home;Service Quality of Nursing Home;customer satisfaction目录摘要.ABSTRACT.........II1绪论....1.1研究背景1.2研究目的...1.3研究意义....11.3.1理论意义.1.3.2实践意义..1.4研究内容及方法..…21.4.1研究内容...1.4.2研究方法.....…22养老机构中老年人的满意度理论概述.....42.1养老机构的概念与发展..2.1.1养老机构的概念...2.1.2养老机构的发展..2.1.3武乡敬老院简介....2.2养老机构顾客满意度相关研究..................63养老机构服务质量对顾客满意度研究模型和假设的提出·731模型的构建.73.2养老机构服务质量对顾客满意度的影响因素.......83.2.1服务质量有形性....3.2.2服务质量响应性.3.2.