Research On Service Quality Improvement Of PA Smart Elderly Care

With the development of economy and society,China has become one of the countries with relatively high degree of aging in the world.China’s elderly people over 60 years old are expected to exceed 300 million in 2025,accounting for 30% of China’s total population.Most of the elderly in China are living at home and in the community,forming a "9073" pattern,that is,about 90% of the elderly are at home,about 7% of the elderly rely on community support,and 3% live in institutions for the elderly.To deal with the aging of the population,it is necessary to build a high-quality elderly care service and product supply system,and strengthen the technological innovation.By analyzing the research report designed by the third-party organization for PA Smart Elderly Care,and PA Smart Elderly Care’s service product development and delivery activities based on this report,it can be found that PA Smart Elderly Care has huge gaps in customer needs understanding and service delivery.Gap One is the service perception gap,which shows the management personnel does not have a deep understanding of the service needs of the elderly;Gap Two is the service quality gap,which shows the service process and service product design is quite broad and lost focus;Gap Three is the service delivery gap,which shows the service product development and delivery process does not meet the designed standards;Gap Four is the gap in market communication,it lacks of diversified external market communication channels;Gap Five is the gap between expected services and perceived services for the elderly,and smart elderly care service products lack humane care.Based on the gap analysis,this paper recommends that PA Smart Elderly Care team must deeply understand customer needs from management to operation level,design service processes and quality standards that meet the needs of the elderly,and ensure the delivery of service value through the structured framework,team collaboration and resource integration,implement integrated market communication,provide targeted products and services for the elderly,and improve the consistency of the elderly’s perception and expectations.This paper has certain guidance and reference significance for improving the understanding of smart elderly care service needs and bridging the gap between smart elderly care needs and service delivery,and has a certain reference significance for enterprises engaged in the smart elderly care industry.Due to the limited knowledge of the author,deficiencies are inevitable.I sincerely request readers to correct me.