Study On Inflencing Factors Of Service Quality Satisfaction In Pension Agencys Of Poor Areas In Liaoning Province

ObjectiveThe purpose of this study was to understand the service quality satisfaction among elderly people of the pension agencies in poor areas in Liaoning Province,and to analysis the influencing factors of the service quality satisfaction among elderly people in pension agencies.In order to provide theoretical reference for improving the service and the life satisfaction of the elderly people.MethodsAdopting convenience sampling and take the survey among 416 peoples who aged 60 years old as the research object and the pension agencies which having at least 50 beds in 6 poverty-stricken countries(Chaoyang,Kangping,Kazuo,Yixian,Jianchang,Xinbin)in Liaoning province from March 2015 to October 2016.We take a questionnaire survey to the research object and collect 416 valid questionnaires of influencing factors of service quality satisfaction of pension agencies.The questionnaire includes two parts: the general situation of the elderly and the satisfaction evaluation for the pension institutions provide various services to the elderly.The data were analyzed by the SPSS 17.0,and general information of the elderly was used by descriptive analysis;t test and variance analysis were used to examine the difference between the general situation and the service quality satisfaction;pearson correlation analysis was used to examine the relationship between service quality and service satisfaction;multiple linear regression were used to analyze the influencing factors.P <0.05 was considered statistically significant.ResultsThe average score of service quality satisfaction in the pension agencies was(3.39±0.27),and it’s level at the general and satisfaciton.Average satisfaction score of 8 service projects from high to low were the dietary service(3.43),daily care(3.43),recreational activity and health care(3.42),go out care(3.42),cleaning service(3.37),help urgently service(3.35),medical service(3.35),bath service(3.30).The factors that affect service quality satisfaction in the pension agencies of general demographic data were the level of education,occupation,self-care ability and emotion behavior.The 8 service projects of pension agencies was positively associated with the socre of elderly people’s life satisfaction,and the P<0.01 was considered statistically significant(correlation coefficients r were 0.707,0.738,0.726,0.662,0.682,0.627,0.803,0.662).Multiple stepwise regression analysis showed that “cleaning service”,“bath service”,“education”,“help urgently service”,“self-care ability”,“daily care” were entered the model.ConclusionsThe level of the average score of service quality satisfaction in pension agencies was at the general and satisaciton.The satisfaction score mainly comes from the elderly people’s satisfaction with the nursing service items.Pension agencies should pay attention to the nursing care of the elderly,and take corresponding measures to improve the satisfaction level.The perceived life satisfaction is mainly influenced by the elderly people’s education,self-care ability,cleaning service,bath service,help urgently service,daily care.Pension agencies in the provision of the elderly care services should be based on different levels of education,self-care ability of the elderly to provide targeted services.Recommended the pension agencies for cleaning services,bath service,help urgently service,daily care to optimize the project while carrying out personalized service projects.The scale and quality of service should be taken into account in the design of the project.It’s effectively improve the life satisfaction of the elderly under the premise of ensuring the quality of service.