Research On Service Quality Evaluation Of "Virtual Nursing Homes" In Chengguan District Based On SERVQUAL Model

With the continuous growth of my country’s aging population and the growing demand for family care services,the Chinese government and enterprises are actively exploring the elderly care industry.As a result,an innovative elderly care service model has been launched in the context of "virtual nursing homes".Compared with the traditional pension model,this new pension model has made some progress in implementing and responding to national policies,promoting the implementation of China’s health strategy,and better meeting the growing needs of the elderly.Taking the operation status of virtual nursing homes in Chengguan District and the evaluation of service quality as the starting point,the academic achievements of domestic and foreign experts and scholars in the exploration of the service quality evaluation system,evaluation methods,service contents,and standardized operation of virtual nursing homes are collected.Based on the operating mechanism and advantages,an evaluation model for the quality of elderly care services in virtual nursing homes in Chengguan District is established.According to the five dimensions of SERVQUAL model,the service quality evaluation index of virtual nursing home in Chengguan District is established.Through the preliminary investigation,first,the reliability and validity of the indicators formed by the pre-investigation were tested.During the period,the expert scoring method was used to assign scores to the indicators,and then the AHP was used to determine the weights.Secondly,according to the Chengguan District Virtual nursing home service quality assessment scale,determine the questionnaire and collect,organize and analyze as a formal survey;finally,carry out data collection,organize and analyze.By arranging the data collected from the questionnaire,calculating the descriptive statistical analysis and the analysis results of expected service standard and perceived service quality,the difference between the service quality evaluation of the virtual nursing home can be obtained.Overall quality of service.Through calculation and analysis,the final service quality evaluation results show that there is a big gap between the expected evaluation and the perception evaluation.Among them,the service quality of empathy is relatively good,followed by the aspects of tangibility and responsiveness;the service quality of reliability and assurance dimensions is relatively poor,and it is necessary to pay more attention to the services related to these two aspects.According to the above research results,it is suggested to continuously improve the basic platform construction,service content promotion,brand building,professional personnel training and internal system construction,etc.,to improve the service quality of virtual nursing homes in Chengguan District as a whole.