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论文编号：	15378
作者编号：	2320213730
上传时间：	2025/6/9 8:18:58
中文题目：	基于SERVQUAL的某CCRC社区数字化服务质量研究
英文题目：	Research on the Digital Service Quality of CCRC Communities Based on the SERVQUAL Model
指导老师：	徐曼
中文关键字：	CCRC社区；服务质量提升；数字化；智慧养老；SERVQUAL模型
英文关键字：	CCRC Community；Service Quality Improvement；Digitalization；Smart Elderly Care；SERVQUAL Model
中文摘要：	随着我国人口老龄化程度不断加深，对高品质、多层次养老服务的需求愈加迫切，CCRC（持续照料退休社区）作为一种新型养老服务模式，以其全方位、个性化服务的优势逐渐受到关注。数字化技术的飞速发展为提升养老服务质量提供了重要契机。本文以某CCRC养老社区为案例，基于SERVQUAL模型，对社区服务质量现状进行系统分析，探索数字化技术在社区服务中的实际应用，并提出相应的提升策略，为养老服务数字化转型提供理论与实证支持。 本研究通过问卷调查，收集社区长者、服务人员及其家属对社区服务的体验与满意度数据，识别社区服务在系统功能、响应速度、个性化服务等方面存在的问题。基于数据分析，运用SERVQUAL模型从有形性、可靠性、响应性、保障性和移情性五个维度对社区服务质量进行评估，发现了信息系统功能不完善、服务响应效率低、个性化服务不足等问题。针对这些问题，研究提出了优化信息系统、提升服务团队能力、深化个性化服务、完善设施维护管理等策略。在策略制定时遵循三大核心原则：一是数据驱动原则，基于201份问卷数据与设备运行日志，通过聚类分析识别用户群体特征，运用期望差异分析模型量化服务缺口；二是用户中心原则，按高需求、中度需求、低需求群体差异设计分层次解决方案；三是系统协同原则，构建“技术工具-流程规则-管理机制”三位一体的优化体系。 为确保策略的可持续性，研究建议社区建立长效管理机制，持续提升服务团队的专业能力，保持对信息系统的更新和优化。同时，针对本研究样本规模、指标选取和策略实施时限等方面的局限性，论文提出未来进一步丰富服务质量评估体系，引入多维度的评价指标和方法，探索数字化养老服务的深度融合路径。 本研究为CCRC养老社区服务质量提升提供了系统化的分析和实践路径，在推动养老服务数字化转型、优化服务质量方面具有重要参考价值。展望未来，社区应进一步加强与居民需求的精准匹配，深化个性化服务，持续关注数字化技术发展，为长者提供更优质的服务体验，助力智慧养老行业的持续发展。
英文摘要：	As China's population ages increasingly, the demand for high-quality and multi-level elderly care services has become more urgent. As a new type of elderly care service model, Continuing Care Retirement Communities (CCRC) has gradually garnered attention due to its comprehensive and personalized service advantages. The rapid development of digital technology has provided an important opportunity to enhance the quality of elderly care services. Taking a CCRC elderly care community as a case study, this paper systematically analyzes the current status of community service quality based on the SERVQUAL model, explores the practical application of digital technology in community services, and proposes corresponding improvement strategies to provide theoretical and empirical support for the digital transformation of elderly care services. This study collects data on the experiences and satisfaction of elderly residents, service personnel, and their families with community services through questionnaires to identify issues in the community services regarding system functionality, response speed, personalized services, etc. Based on data analysis, the SERVQUAL model is used to assess community service quality across five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Problems such as inadequate information system functionality, low service response efficiency, and insufficient personalized services are identified. To address these issues, the study proposes strategies for optimizing the information system, enhancing the service team's capabilities, deepening personalized services, and improving facility maintenance management. In formulating strategies, three core principles are followed: first, a data-driven principle, which involves using 201 questionnaire data and equipment operation logs to identify user group characteristics through cluster analysis and quantify service gaps using the GAP model; second, a user-centered principle, which entails designing tiered solutions tailored to high-demand, medium-demand, and low-demand groups; and third, a systematic coordination principle, which entails constructing an optimized system integrating "technical tools, process rules, and management mechanisms." To ensure the sustainability of the strategies, the study recommends that the community establish a long-term management mechanism, continuously enhance the professional capabilities of the service team, and maintain updates and optimizations of the information system. Meanwhile, addressing the limitations of this study regarding sample size, indicator selection, and strategy implementation timelines, the paper proposes future enrichments to the service quality assessment system by introducing multi-dimensional evaluation indicators and methods to explore deeper integration paths for digital elderly care services. This study provides a systematic analysis and practical pathway for improving the service quality of CCRC elderly care communities, serving as an important reference for promoting the digital transformation of elderly care services and optimizing service quality. Looking forward, communities should further strengthen precise matching with residents' needs, deepen personalized services, continuously monitor digital technology developments, and provide better service experiences for the elderly, contributing to the sustained development of the smart elderly care industry.
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