Investigation Of Service Quality Of Pension Institutions In Shandong

Objective:The service quality of pension institutions in Shandong were investigated in term of pension institutions and the elderly in these institutions.Through comprehensive evaluation of service quality of the pension institutions,the existing problems of pension institutions in Shandong province were found,which could provide reference for government and pension institutions to take measures to further improve the service quality of pension institutions.Methods:The principal responsible person and the elderly of 30 pension institutions in Ji'nan,Rizhao,Qingdao,Yantai,Linyi and Zibo were selected as research object to investigate the status quo.From November 2015 to June 2016,a self-designed questionnaire was used:the objective evaluation results of service quality were obtained from the status quo questionnaire of the pension institutions and the objective score table of the pension institutions service quality;the subjective evaluation results of the service quality were obtained from the service quality subjective evaluation questionnaire.SPSS 19.0 was used to data entry and analysis:descriptive analysis was used to describe the general data;one-way analysis of variance(ANOVA)was used to compare the differences between the two groups;rank sum test was used to analyze the related factors affecting the subjective score of service quality.Results:1.The development status of pension institutions:Among 30 pension institutions in the survey,public pension institutions accounted for 43.33%;33.33%of the pension institutions were located in the city;30 pension institutions actually opened a total of 4911 beds,with an average occupancy rate of 67.09%;the opening time mainly concentrated in 2008 and 2009;the basic living infrastructures and medical facilities were poor;There were 880 staffs in total,including 58 doctors,74 nurses and 524 nurses.The average ratio of nursing staff and residents was 1:7.51,and the education level of service staff was generally low;the pension institutions mainly focused on daily care and lack of health education,psychological/spiritual support services,rehabilitation guidance,hospice care and other services;There were 3472 elderly people living in 30 pension institutions,and 49.28%elders were capable of look after themselves;the financial compensation of 30 pension institutions were not optimistic and the staff salaries were low.2.The objective evaluation of the pension institutions' service quality had a moderate level.The mean(SD)score and the score of was 64.50(6.87)and 64.50%.The score for the skills,organization and management,security services,nursing service and entertainment service were 74.17%,65%,64%,62.44%,60.75%,respectively.3.One-way analysis of variance showed that there was no significant differenceamong objective scores of pension institutions service quality in different cities of Shandong province(F= 1.740,P>0.05);there was statistical significance in objective scores of service quality in different pension agencies(F= 9.115,P<0.01),and post-hoc analysis showed the scores of apartments for the elderly and nursing homeswere higher than that of geracomiums.4.Subjective evaluation of service quality for pension institutions had a moderate level.The total mean(SD)scores of was 3.95(0.56)and the mean(SD)scores for safety,response,visible and empathy were 4.14(0.56),4.12(0.83),3.82(0.64),3.59(0.82),respectively.5.Rank sum test and Dunn-Bonferroni test showed that there was significant difference in subjective scoring of service quality among pension institutions in different cities(?~2 =38.174,P<0.01)and different types(?~2 =28.333,P<0.01).Moreover,pension institutions in Rizhao scored higher than pension institutions in Ji'nan and Zibo;geracomiums scored higher than apartments for the elderly.6.The influence of social demography variables on the subjective scores of service quality was analyzed by rank sum test.Dunn-Bonferroni test showed there was significant difference in subjective scoring of service quality among elderly with different education level(?~2 =18.103,P<0.01),different marital status(?~2 =18.856,P<0.01),different number of children(?~2 =14.559,P<0.01),different health status(?~2 =6.676,P<0.05),different self-care condition(?~2 =6.664,P<0.05),different sources of life((?~2 =13.926,P<0.01),different monthly income(?~2 =66.520,P<0.01)and different length of stay(?~2 =12.142,P<0.01).Furthermore,illiterate elderly scored higher than elderly with junior education;unmarried elderly people scored higher than those of widowed elderly,elderly without children scored higher than those with 1 and 2 children;elderly with 3 or more diseases scored higher than those without disease;full self-care elderly scored higher than partial self-care;elderly who enjoy government relief scored higher than those with a pension;elderly who no monthly income scored higher than the elderly who monthly income of 1000 yuan and more than 2000 yuan;the scores of elderly who lived longer than one year in the institution were higher than those living in the six months to one year.Conclusion:1.The subjective evaluation and objective evaluation of service quality of pension institutions in Shandong were at moderate level,which showed that overall service quality of pension institutions in Shandong had a moderate level.2.The subjective scores of pension institutions service quality were significantly affected by the elderly education level,marital status,number of children,health status,self-care status,source of income,monthly income and stay time in pension institutions,3.The size and occupancy rate of pension institutions in Shandong Province needed to be further improved.The overall resource distribution of the pension institutions needed to be rationalized.Measures should be done to strengthen the infrastructure,service contents,service personnel and service quality.