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论文编号：	14932
作者编号：	2320224196
上传时间：	2024/12/6 16:23:12
中文题目：	基于SERVQUAL模型的K老年养护院服务质量评价及改进研究
英文题目：	Service Quality Evaluation and Improvement Study of K Elderly Care Home Based on the SERVQUAL Model
指导老师：	方磊
中文关键字：	医养结合；服务质量；SERVQUAL模型；服务质量差距模型；IPA模型
英文关键字：	Integrated medical and nursing；Service quality；SERVQUAL model；Service Quality Gap model；Importance-Performance Analysis (IPA) model
中文摘要：	随着中国老龄化社会程度的加深和家庭结构的变化，人们对高质量养老服务的需求日益增长，但当前我国养老服务行业正处于发展阶段，养老机构如何对自身的整体服务质量进行科学评价、改善和提升，并形成核心竞争力、提高顾客满意度，这是需要持续深入研究的一个重要课题。 本文通过查找相关文献，明确服务质量及养老领域的相关概念、研究与实践案例，以医养结合型养老机构-D公司K老年养护院为具体研究对象，采取定性与定量相结合的分析方法，综合运用SERVQUAL模型、服务质量差距模型以及IPA模型，在顾客即在院老人视角对其服务质量进行全面评估。从SERVQUAL模型的五维度进行服务质量评价，通过文献分析法、关键知情人访谈法，构建了五个维度、26个二级指标的K老年养护院服务质量评价体系，并确认各维度和各指标的权重，形成最终的调查问卷。对问卷结果进行统计分析，结合IPA模型，将二级指标归类到优势区、维持区、弱势区和威胁区，最终确认将威胁区和弱势区分别聚焦到医疗服务质量和养护服务质量两个层面并进行服务质量差距分析、提出服务质量改进策略，最后从文化、组织、技术方面制定改进策略的实施保障。 本文为K老年养护院构建了科学且具体的服务质量评价方法，并据此提出了针对性的改进措施，旨在提高老人入住率和降低流失率，促进K老年养护院实现财务可持续发展。此外，本文将普适性的方法和工具结合使用，提高了服务差距识别的精准度，这不仅能够为D公司其他分支机构提供借鉴，还可以为行业内其他养老机构改善服务质量提供参考依据。
英文摘要：	With the deepening of China's aging society and changes in family structures, there is a growing demand for high-quality elderly care services. Currently, the elderly care service industry in China is in a developmental stage. Therefore, how to scientifically evaluate, improve, and enhance the overall service quality of elderly care institutions, so as to form core competitiveness and increase customer satisfaction, is an important topic that requires continuous and in-depth studied. This paper examines the K Elderly Care Home, a medically integrated nursing facility operated by D Company, as the research object. By reviewing relevant literature, the study clarifies the concepts, research and practical cases related to service quality in the elderly care sector. The study adopts a mixed-methods approach, combining qualitative and quantitative analyses. It comprehensively utilizes the SERVQUAL model, the Service Quality Gap model, and the Importance-Performance Analysis (IPA) model to evaluate service quality from the perspective of the residents living in the Elderly Care Home. The study constructs a service quality evaluation system for the K Elderly Care Home, consisting of five dimensions and 26 sub-indicators, through literature analysis and key informant interviews. The weights of each dimension and sub-indicator were determined, leading to the creation of a final survey questionnaire. Statistical analysis of the questionnaire results, guided by the IPA model, categorized the sub-indicators into four zones: Advantage, Maintain, Vulnerability, and Threat. Based on this classification, it was identified that the areas requiring focused improvement are Medical Service Quality and Nursing Service Quality, which fall within the Vulnerability and Threat zones. A gap analysis was then conducted, and strategies for service quality improvement were proposed. Finally, implementation safeguards for these strategies were formulated, addressing cultural, organizational, and technological aspects. This paper constructs a scientific and detailed service quality evaluation method for K Elderly Care Home, and proposes targeted improvement measures based on it, aiming to increase the occupancy rate and reduce the turnover rate of residents, so that promotes the financial sustainable development of K Elderly Care Home. Furthermore, the methods and tools employed in this study are highly generalizable, which can not only provide reference for other branches of D company, but also provide a basis for improving service quality for other elderly care institutions within the industry.
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