Research On The Service Quality Of Public Pension Institutions In Five Counties And Cities In Xinjiang

Objective: To investigate and analyze the current service quality of public pension service institutions in five counties and cities of xinjiang,to find existing problems,so as to provide reference basis for further improving the service quality of pension service institutions and promoting the development of the district's pension service industry.Methods: From August 2017 to May 2018,a combination of typical sampling and random cluster sampling was used to determine the five counties of Shihezi and Manas in northern Xinjiang,Aksu,Wensu and Ruoqiang in southern Xinjiang.Based on the theory of three-dimensional mass structure,The service environment of the incorporated institutions was investigated using the “Personal Service Quality Information Questionnaire”.The service capacity of 74 elderly care workers was investigated using the “Personal Care Staff Service Ability Survey Form”.The service quality satisfaction of 274 residents was investigated by using the “Service quality satisfaction questionnaire”.In the same period,35 cases of key insiders were selected by means of destination sampling,and in-depth interviews were conducted.Quantitative data were analyzed by SPSS 21.0 and AMOS for statistical description,t-test,analysis of variance,exploratory and confirmatory factor analysis,and Spearman correlation analysis.Qualitative data is organized and analyzed using content analysis.Results:1.Status of service environment of public pension institutions: The allocation rate of equipment and security equipment in the cultural and entertainment industry is high,reaching 80% and above,the basic configuration of public services and administrative auxiliary rooms and equipment,but medical rehabilitation rooms and The device configuration is seriously insufficient.The managers of the pension institutions are all employed by non-management professionals.The 23 service management systems are not perfect,and the establishment rate is 73.9% and the lowest is 39.1%.There is a lack of professional and technical personnel in the organization,and the pension rate of old-age care workers is 58.9%.2.Status of service and capacity of public pension institutions: Among the 73 elderly care workers,44(60%)have participated in the training,and the number of trainings is up to 2 times.The training methods are mostly for the elderly caregivers with high internal salary.Training at the time of entry,high training demand(86.3%);The highest monthly income is 4,000 yuan,the minimum monthly income is 1,000 yuan,the monthly average income is(2400±664.7)yuan,63 people(86.3%)express satisfaction or very satisfied with the work;the service capacity self-rating scale is divided into(4.03±0.62)The difference between the total scores of each institution was statistically significant(P<0.05).The top three of the nine dimensions were the cognitive ability of the characteristics of the client,the dimension of clean and hygienic care and communication ability,and the dimension of excretion care.The entry has the lowest score.3.Status of service endings of public pension institutions: The average occupancy rate of 5 old-age care institutions is 51.2%,and only one case of elderly people falls.The satisfaction rate of service quality of elderly people is divided into(75.96±11.46)points.Service environment Among the four dimensions of life care,medical care and spiritual entertainment,the service environment scored the highest(20.53±3.50)points and the medical care scores the lowest(17.64±3.89)points.Exploratory factor analysis and confirmatory factor analysis show that the evaluation of institutional pension service quality through the four dimensions of service environment,life care,medical care and spiritual entertainment is supported by empirical data.The total score of the service capacity of the aged caregiver was positively correlated with the total score of service quality satisfaction(P<0.05).The multivariate gradual analysis showed that the satisfaction scores of the elderly in different ethnic groups,the types of the elderly,and the occupations were statistically significant(P<0.05).4.We can extract 10 topics from depth interviews,include:(1)Managers of pension institutions: serious shortage of human resources,shortage of talents in each position;limited financial capacity,significantly affecting the development and construction of institutions The lack of old-age care workers and the low quality;the pre-job training and on-the-job training of the aged care workers are not standardized.(2)Aged care workers: work intensity is large,but also need to undertake non-care work;low wages;less training opportunities,large demand.(3)Living in the elderly: Satisfied with the living environment,pay more attention to the aged care service;have a large demand for going out;it is not convenient to see a doctor for medical treatment,and is very worried.Conclusion:1.In the service environment of public pension institutions in five counties and cities in Xinjiang,the level of equipment for living,entertainment and safety support facilities is relatively high,and the level of medical facilities and equipment is low.Insufficient managerial talents,inadequate institutional systems,and a shortage of human resources.2.The lack of old-age caregivers and low quality are the key factors affecting the service quality improvement of public pension institutions in five counties and cities in Xinjiang.It is necessary to improve the treatment of old-age care workers and provide more training opportunities for elderly care workers.3.The service quality,life care,medical care,and spiritual entertainment of five publicly-funded institutions in five counties and cities in Xinjiang have a critical impact on the overall quality of service for aged care institutions.Improving the quality of medical care services in old-age care institutions and actively promoting the combination of medical care and old-age care will be the challenges faced by public pension institutions in five counties and cities in Xinjiang.