Construction And Application Of Service Quality Evaluation System Of Xi’an Pension Organization

With the continuous deepening of my country’s aging,there have been major changes in the way the elderly care for the elderly.The elderly demand for institutional care is gradually increasing.Under the active guidance of national policies,the elderly care institutions have developed rapidly.Although the increasing demand for old-age care and national policies have driven the development of old-age care institutions,the current quality of service for old-age care institutions varies,and the occupancy rate of institutions is low.The quality of service for old-age care institutions is directly related to the happiness of old people living in old age Therefore,it is necessary to study and formulate a scientific and reasonable pension service quality evaluation index system and evaluation model for improving the institution occupancy rate and improving the service quality level.Firstly,it summarizes the relevant research content and theories at home and abroad,elaborate on the research of the connotation of service quality,the status of service quality standardization,and the service quality evaluation system by foreign scholars,and summarizes the domestic service standardization status and service quality impacts of pension institutions in China.Factors and research status of service quality evaluation system;on the theoretical level,the service evaluation theory,total quality management theory and extension theory are used as the theoretical basis for the research;through field investigations of Xi’an pension institutions,relevant data are collected and combined with Xi’an City The development of pension institutions,referring to the current relevant national policies and standards,consulting relevant experts and other methods,initially determined the service quality evaluation index system of pension institutions,using TOPSIS analysis method to screen the initial evaluation indicators,and then construct a set of The service quality,facilities and equipment,human resources management,operation management,environment,safety management,six first-level indicators and 35 second-level indicators,including life care services,are composed of the service quality evaluation index system of Xi’an pension institutions.Secondly,combined with the characteristics of the old-age institutions,the combination of weighting using the analytic hierarchy process and the entropy weight method effectively solved the problem of accurate weight assignment,and based on the extension theory,a service quality evaluation model for the old-age institutions was established to make the evaluation results more objective.,reliable.Finally,using the evaluation index system and evaluation model constructed in this paper,an empirical study was conducted on an old-age care institution in Xi’an,and it was concluded that the service quality of the old-age care institution is grade IV,and the overall service quality is of a good level.The evaluation results are in line with the actual situation and verified The applicability and feasibility of the evaluation index system and evaluation model of the service quality of the old-age care institutions constructed in this paper,and for the shortcomings of the old-age care institutions,put forward targeted rectification suggestions.The evaluation index system and evaluation model constructed in this paper provide a method for the evaluation of the service quality of old-age care institutions in Xi’an,and also provide a reference for the in-depth study of the service quality of old-age care institutions.