|
|
|
| Residents′ survey on service expectations and influencing factors of aged agencies |
| YANG Wenju WANG Xiaofan WANG Yisi SUN Jingkai YOU Jiangnan |
| College of Management, Beijing University of Chinese Medicine, Beijing 100029, China |
|
|
|
Abstract Objective To understand the residents′ expectation of service to the pension institutions and the individual factors that affect the service expectations. Methods The data were collected by questionnaire survey. From September to October 2018, a survey was conducted in Beijing on the service expectations of residents aged 20 and over on the care institutions for the elderly, and SPSS 17.0 was used for statistical analysis. Results 500 questionnaires were returned, and the effective questionnaire was 472, with an effective rate of 94.4%. There was difference in residents′ expectations for various services in the elderly institutions (P ＜ 0.05). Residents′ expectations for catering services, living services, medical services, communication services, equipment and facilities were higher than those for entertainment services and special services, and the expectations for entertainment services were higher than the special services, and the differences were statistically significant (P ＜ 0.05). There were statistically significant differences in the expectations of different genders on the service expectations of catering services, medical services, equipment and facilities (P ＜ 0.05). The comparison of service expectations of residents with different education backgrounds and incomes in catering services, living services, medical services, communication services and equipment and facilities were statistically significant differences (P ＜ 0.05). There were statistically significant differences in the service expectations of residents of different marital status on catering and communication services (P ＜ 0.05). There were statistically significant differences in the residents′ expectations for communication services and medical services in different institutions (P ＜ 0.05). Conclusion Residents′ expectations for catering services, living services, medical services, communication services and equipment are significantly higher than those for entertainment services and special services. Individual factors such as gender, education, and income affect service expectations. The willingness to support the elderly affects the expectations of residents for medical services and communication services
|
|
|
|
|
|
[1] 国家统计局.李希如：人口总量平稳增长城镇化水平稳步提高[EB/OL].（2019-01-23）[2017-02-16].http：//www.stats.gov.cn/tjsj/sjjd/201901/t20190123_1646380.html.
[2] 刘晓梅.我国社会养老服务面临的形势及路径选择[J].人口研究，2012，36（5）：104-112.
[3] 徐倩，周沛.现状、进展及趋势：公共管理视角下关于我国城市社会养老服务研究的分析[J].中国海洋大学学报：社会科学版，2016，145（1）：89-96.
[4] 罗娟，黄聘聘，石雷，等.对上海“9073”养老服务格局的思考[J].科学发展，2018，112（3）：103-108.
[5] Zeithaml VA. Perceived service quality as a customer‐based performance measure：An empirical examination of organizational barriers using an extended service quality model [J]. Human Resource Management，2010，30（3）：335-364.
[6] Zeithaml VA，Bitner MJ，McGraw H. Services marketing：integrating customer focus across the firm [M].北京：机械工业出版社，2008.
[7] Parasuraman A，Zeithaml VA，Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research [J]. J Mark，1985，49（4）：41-50.
[8] 德威利斯，魏勇刚，龙长权，等.量表编制：理论与应用[M].重庆：重庆大学出版社，2004：20-52.
[9] 刘金华，谭静.社会支持对老年人养老意愿的影响分析[J].社会保障研究，2016（4）：13-18.
[10] 陈爱如，丁晨.不同所有制养老机构的发展策略研究——基于供需视角的考察[J].陇东学院学报，2016， 27（2）：74-78.
[11] 杨发祥，李卓航.深度老龄化背景下机构养老服务的结构性瓶颈——以上海市为例[J].华东理工大学学报：社会科学版，2014，29（4）：106-116.
[12] 边卫军.基于医养结合分析养老机构养老服务的发展策略[J].市场论坛，2017（9）：15-18.
[13] 孟颖颖.我国“医养结合”养老模式发展的难点及解决策略[J].经济纵横，2016，368（7）：98-102.
[14] 胡泽勇.基于传统孝道的养老服务业及其可持续发展[J].理论月刊，2017（3）：149-154.
[15] 陈延，卢跃.宁波发展融合型社会养老服务体系的对策思考[J].宁波职业技术学院学报，2013，17（4）：70-74.
[16] 陈莹.论中国传统养老文化视角下机构养老理念的建构[J].漳州师范学院学报：哲学社会科学版，2012，26（1）：35-40.
[17] 刘昊，李强，薛兴利.养老机构老年人精神生活满意度影响因素分析——基于山东省泰安市的调查[J].调研世界，2017（8）：15-22.
[18] 刁丽，何克春.建设健康中国面临的挑战与对策[J].现代医院，2018，18（8）：1093-1096.
[19] 徐广浩，李传实，崔瑞兰，等.完善我国医养结合养老机构发展的思考[J].中国医药导报，2018，15（18）：150-153.
[20] 中国人口与发展研究中心课题组，马力，桂江丰.中国人口老龄化战略研究[J].经济研究参考，2011（34）：2-23.
[21] 中国投资咨询网.2019～2023年中国养老产业投资分析及前景预测报告[EB/OL].（2018-11-23）[2018-11-27].http：//www.ocn.com.cn/2012/1204yanglao.shtml.
[22] 孙世会.医养健康产业发展现状及政策研究[J].中国医药导报，2018，15（5）：177-180.
[23] 李增富，龙绍华，叶朝阳，等.医养融合模式下企业医院文化建设的探讨[J].现代医院，2018，18（4）：510-512.
[24] 段明杰.中国养老产业的关键入口、商业逻辑与投资机会[J].家庭服务，2017（2）：28-31. |
|
|
|
