The Research On Service Quality Evaluation And Countermeasures Of Ordinary Elderly Care Institutions

Social pension service plays an important role in the whole social security system of our country,and it is also the key way to solve the increasingly serious aging problem in our country.With the accelerating aging process,the scale of special elderly groups such as the elderly,the disabled and the mentally retarded,the empty nest and the elderly who have lost their only child is expanding.The social demand for higher-level pension services is also growing.The multilevel and diversified elderly service modes need to be promoted.As the main organization to undertake elderly service,the service quality of nursing home institution has a close impact on the elderly Quality of life.However,the elderly in ordinary families are limited by capital,geographical location and other conditions,so they can only choose some ordinary elderly care institutions with general conditions nearby;at the same time,due to the high initial investment cost,the elderly care institutions have some problems,such as shortage of talents,backward supporting facilities and low quality of elderly care services.According to the needs of different elderly care service groups and government support policies,how to build an elderly care service institution that is cost-effective and attractive to the elderly care service demand groups,and improve the service quality of elderly care service institutions,especially ordinary elderly care institutions,has become an important problem.In this paper,how to ensure the quality of social care for the elderly in ordinary families is taken as the guidance,and Wufu nursing home in Sanhe City,Langfang City,Hebei Province is taken as a typical ordinary nursing home for the elderly in ordinary families.A deep field investigation is conducted on the elderly,management personnel and service personnel,focusing on the tangibility,reliability,responsiveness and guarantee of SERVQUAL model The quality of the operation of the pension institution is evaluated from the five dimensions of empathy and empathy.In this paper,SERVQUAL model is used to construct 25 specific indicators of the service quality evaluation system of ordinary elderly care institutions,and the weight value of each indicator in the evaluation of elderly care service quality is obtained.Then,the 25 indicators are converted into questionnaire content which is easy to understand and score.Referring to the scoring standard of Likert scale,the research object evaluates the expected value and actual perceived value of the 25 indicators Finally,the gap between the actual perceived value and the expected value of the service quality of the elderly in the ordinary pension institutions is obtained,and the satisfaction degree of the elderly to the service quality provided by the pension institutions is investigated.According to the survey results,there are different degrees of problems in the infrastructure and equipment,service content,professional level of service personnel,and meeting the personalized service needs of the elderly.The important factors restricting the service quality of the elderly care institutions are lack of funds,imperfect government supporting policies,low overall income level of the elderly group,and lack of professionals There are many problems,such as the low salary level of the staff,the imperfect security mechanism,the inadequate supervision,and the inadaptability of the concept of the service staff and the elderly.Finally,it puts forward countermeasures and suggestions to strengthen and optimize the government’s capital investment,strengthen the construction of pension service staff,improve the income level and quality level of the elderly group,build a multi-level supervision system,improve the quality of supervision,and enrich the service content of ordinary pension institutions.