A Study On The Comprehensive Service Quality And Its Influencing Factors Of "the Integration Of Health Care,Pension Service And Nursing" In Hangzhou

Based on the family core and miniaturization,disability,empty nest of the intensified,the care of the elderly and the care of the disease has become increasingly prominent,so there is an urgent need to strengthen community,institutional and community support for the elderly and elderly services to meet its growing,escalating and personalized health pension needs.Hangzhou's model of the integration of health care,pension service and nursing is one of the new health pension services which set medical,pension and nursing in one.So,the integration of health care,pension service and nursing has become the pension approach which the vast majority of elderly people choose in Hangzhou.Due to the individuation of service contents,diversification of service subjects which involve government,community and institutions,the quality of the integration of health care,pension service and nursing which is as a public service to benefit all the elderly to a certain extent is unstable,but its quality of service is directly related to the level of health care for the elderly in Hangzhou.Therefore,the service quality management is the key to the development of Hangzhou's model of the integration of health care,pension service and nursing.In addition,the current evaluation of the integration of health care,pension service and nursing in Hangzhou is mainly focused on the construction and measurement of the evaluation index system in one aspect,so it is impossible to evaluate the effect of the whole service of the integration of health care,pension service and nursing.It is of great practical significance to establish an integrated service quality evaluationsystem with the SERVPERF(Service Performance)service quality model.Firstly,SERVPERF model which is a method of evaluating service quality is introduced into the integrated service quality evaluation method of the integration of health care,pension service and nursing,so the article formsthe integrated service quality evaluation dimension includingtangible,assurance,reliability,responsivenessandempathy.According to the different service categories,the article further designs the integrated service quality evaluation index.Then,it ultimately constitutes the integrated service quality evaluation system which contains 5dimensions and 25 indicators through the use of spherical test,factor analysis,reliability analysis of the empirical method of screening indicators.Secondly,the old people are divided into experimental group and control group.The experimental group is the elderly who participates in the contracting service,while the control group is the elderly who did not participate in the contracting service.Through comparing the experimental group and the control group about the service quality of different dimensions and the service quality of different types of service,At the same time,this paper based on the above analysis of service quality differenceuses OLS linear regression method to analyze the factors that affect the integrated service quality,and finds that the three individual characteristics of the elderly self-care ability,medical treatment will and service understanding degree have certain influence on the service quality.Finally,this paper based on the above research results argues that there are some problems of the quality of the integration of health care,pension service and nursing.In view of these problems,the author proposes related recommendations.,and hopes that improving the quality of the integration of health care,pension service and nursing can promote sustainable development services for the elderly to provide a variety of pension services to achieve health pension.