Research On The Service Quality Evaluation Of The Aged Care Institutions In Guiyang City

With the advancement of society,the demand for old-age quality of the elderly has become more and more obvious,and the traditional old-age service system can no longer meet the growing diversified needs of the elderly.In the process of gradual and in-depth development of China's aging,it is an inevitable requirement to explore a new “medical and nursing” old-age service model to meet the needs of the elderly for medical care and old-age care.The corresponding service quality assessment of the model of medical care and old-age care is an important part of standardizing and improving the service level of the combination of medical care and old-age care institutions.The data of this paper is derived from the 187 questionnaires obtained by the author in July 2018 on the field research of the three medical and health institutions in Guiyang.The SERVQUAL evaluation scale is used to construct the service quality evaluation model and index system of the combination of medical care and old-age care institutions.Analysis,factor analysis and reliability testing modify and adjust various dimensions and indicators to determine the evaluation scale.According to the data analysis of the scale,it is found that:(1)The average perceived quality scores of the five measurement dimensions finally determined in this paper are lower than the expected quality score.Among them,the biggest gap in service quality is the dimension of effectiveness,the score is-1.340 points;the second is the tangible dimension,the service gap score is-1.108 points;the second is the empathy dimension,the gap score is-1.096 points;the service quality gap The two smallest dimensions are reliability and assurance,with scores of-0.675 and-0.610,respectively.(2)From the specific 26 indicators,the expected quality scores of the elderly are above 4 points,while the perceived quality scores are only about 3 points,indicating that each service has a large room for service improvement.(3)The service quality score of medical care combined with old-age care institutions in Guiyang City was-0.960.The SQ value is less than 0,which means that the perceived quality of the elderly is less than the expected quality,that is,the quality of service of the old-age institution is low,and the satisfaction of the elderly is not yet reached.In general,the current service quality level of the medical care combined with the old-age care institutions in Guiyang is low,the service perceived quality of the elderly is lower than the expected quality,and the elderly are not satisfied with the current medical care combined with the quality of the aged care service.The problem is mainly concentrated on the lack of spiritual comfort services provided by the combination of medical care and old-age care institutions,high fees,low professional quality of service personnel and insufficient medical resources.In order to improve the service quality of medical care and old-age care institutions in Guiyang,and provide high-quality old-age services for the elderly,it is recommended that the combination of medical care and pension institutions from rich cultural life,establish a reasonable fee system,build a professional talent team and increase investment in medical resources.To improve the quality of service.