Research On The Service Quality Of Home-based Elderly Care Purchased By Tianjin Government Based On SERVQUAL Model

With the development of my country’s economy and society,the aging of the population brings more and more problems to the society.In order to alleviate the challenges brought by aging,the government adopts the mode of purchasing elderly care services.Home-based care has gradually become the main method of government purchase due to its advantages such as flexible operation mode,low implementation cost and conformity to my country’s human conditions.However,in the process of practice,problems such as the service provider valuing form and ignoring connotation have also caused scholars to implement the effect of service quality.Due to the immature development of the purchasing mechanism in my country,the relevant scholars have not done much research on the theory of service quality,and a unified indicator for evaluating the actual effect of government purchases of home care has not yet been formed.Therefore,improving the quality evaluation model,starting from the needs of the elderly,conducting field research,and setting evaluation indicators scientifically and rationally are conducive to promoting the development of government procurement services.The article explains the specific practices and practical results achieved by the Tianjin Municipal Government in the process of promoting the purchase of home-based elderly care services,and then designs a standardized index evaluation system according to the SERVQUAL model combined with the provisions of the Tianjin Municipal Government documents.This paper selects typical communities in Tianjin,takes the form of questionnaire survey to obtain the relevant data of the service quality evaluation of the elderly at home,uses the SPASS software to analyze the overall situation,and then conducts exploratory factor analysis and service quality SQ difference to measure the ideal level of the elderly at home.The gap between the actual perception and perception,and finally use the T test to evaluate whether the purchase of the Tianjin Municipal Government has reached the expected level of the elderly.Conclusions It is found that the elderly in Tianjin have low satisfaction with home-based care services,and there is a certain gap between the service quality of the projects purchased by the Tianjin Municipal Government and the expectations of the elderly.This paper analyzes the current problems of "two-way suspicion" between the government and the community in the process of purchasing home-based care services by the Tianjin municipal government,the low level of hardware for home-based care services provided by the government,and the elderly’s low awareness of the government’s purchase of home-based care services.To solve the problems,the government should establish the standardization construction,match the purchasing process,optimizing the allocation of financial funds for home-based care services,and strengthening the construction of service personnel,in order to speed up the construction of home-based care services for the Tianjin Municipal Government,optimize the path for the government to purchase services,improve the supply quality,meet the old people needs,and improve their satisfaction.