Study On The Satisfaction Of Datong Smart Senior Care Service Based On SERVQUAL Model

Recently,with the rapid development of our country’s aging population,the pension situation is becoming increasingly severe.With the economic development,the change of lifestyle,the shortage of pension resources,and the gradual weakening of the role of the family.The situation of rich old people and less of old-age care is intertwined.The emergence of Smart senior care is of great significance to solve the problem of "silver wave" in China and meet the diversified needs of the elderly population.This paper takes Datong Smart senior care service as the research object to conduct field research.We know about the current development process,policy support and implementation of Datong smart senior care through the visit to the Smart senior care related enterprise institutions,old-age care service centers,health care centers,community old-age care service stations,etc.Guided by Perceived service quality theory,ERG theory and Welfare pluralism theory and based on SERVQUAL model and current situation analysis,the index system of 22 indicators in five dimensions of tangibility,accessibility,responsiveness,assurance and empathy is constructed.We design questionnaires and conduct field research to understand the basic characteristics of individual elderly groups,as well as the actual perceived service mean and expected service mean of Datong smart pension service,and descriptive statistical analysis.By calculating the gap between the perceived service mean and the expected service mean,namely SQ mean,the satisfaction degree of the five dimensions of service quality from high to low is sorted as follows:tangibility,responsiveness,assurance,accessibility and empathy.Among them,the elderly have the highest satisfaction with the five indicators of the tangible dimension,and the most dissatisfied with the five indicators of the empathy dimension,indicating that there is a big gap between service experience and expectation.In order to further compare the importance of perception and expectation of 22 indicators,we build satisfaction importance IPA analysis diagram and find the indicators that need to be maintained,slowly improved and focused on improvement to achieve optimal resource allocation.Based on the above empirical results,combined with the status quo and interviews to analyze the reasons,to provide empirical support for the satisfaction.According to the results of empirical analysis,based on the analysis of the status quo and combined with the interview content,we put forward the corresponding countermeasures and suggestions from three aspects:strengthening financial support,improving system construction and innovating sevice content.Focus on improving the content of the accessibility,assurance and empathy dimensions of smart elderly care services,the tangible and responsive dimensions are optimized and upgraded from the aspects of improving facilities construction and establishing feedback mechanism,to ncrease the elderly ’s satisfaction with Datong ’s Smart senior care services,and truly play the functions of intelligent help the elderly,intelligent use,intelligent filial piety of the elderly,and effectively benefit the elderly,in order to better develop Datong ’s Smart senior care services.Let the elderly "enjoy their lives and make life full of funs".