居民对养老机构的服务期望及影响因素研究

杨文菊 汪晓凡 王仪思

[摘要] 目的 了解居民对养老机构的服务期望及影响服务期望的个体因素。 方法 采用问卷调查法收集数据，于2018年9～10月在北京市对20岁以上居民对养老机构的服务期望进行调查，使用SPSS 17.0进行统计分析。结果 收回问卷500份，有效问卷472份，有效回收率为94.4%。居民对养老机构的各项服务期望差异有统计学意义（P < 0.05）;居民对餐饮服务、生活服务、医疗服务、通讯服务、设备设施的期望均高于娱乐服务和特色服务，对娱乐服务的期望高于对特色服务的期望，差异有统计学意义（P < 0.05）。不同性别人群对餐饮服务、医疗服务、设备设施的服务期望比较，差异有统计学意义（P < 0.05）。不同学历及不同收入的居民在餐饮服务、生活服务、医疗服务、通讯服务和设备设施的服务期望比较，差异有统计学意义（P < 0.05）。不同婚姻状况的居民对餐饮服务和通讯服务的服务期望比较，差异有统计学意义（P < 0.05）。不同养老意愿的居民对养老机构通讯服务和医疗服务期望比较，差异有统计学意义（P < 0.05）。 结论 居民对餐饮服务、生活服务、医疗服务、通讯服务和设备设施的期望值显著高于对娱乐服务和特色服务的期望值，性别、学历、收入等个体因素影响服务期望，养老意愿影响居民对医疗服务和通讯服务的期望。

[关键词] 养老服务;养老机构;服务期望

[中图分类号] R197.7          [文献标识码] A          [文章編号] 1673-7210（2020）02（c）-0053-05

[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

[Key words] Old-age services; Pension institutions; Service expectations

据国家统计局最新发布的数据，2018年末，我国60岁及以上人口24 949万，占17.9%[1]。目前，家庭养老、机构养老和社区居家养老是我国3种主要的养老模式。家庭养老作为传统的养老模式，一直占据着主导地位，而在计划生育国策形成的“421”（即夫妇二人均为独生子女，需要赡养4位老人和1个子女）的家庭结构下，“养不起父母”的现象越来越普遍，传统家庭养老模式已经不能适应我国当前经济社会发展现实的需要[2]。养老机构的出现为老年人享受优越的养老服务提供了可能性，补充了传统家庭养老模式和社区居家养老的不足[3-4]。在服务营销中，服务期望是顾客在接受服务前所具备的信念或观念，作为一种标准或参照系，与实际绩效比较，形成对服务质量的判断[5]。在传递高质量服务时，了解顾客期望是首要的，也可能是关键的一步。如果公司搞错了顾客的需要就意味着失去顾客及其业务，在与顾客无关的活动上投入资金、时间和其他资源，甚至在竞争激烈的市场中无法生存[6]。……