| dc.contributor.advisor | 樓永堅 | zh_TW |
| dc.contributor.author (Authors) | 謝小雀 | zh_TW |
| dc.contributor.author (Authors) | Hsieh,Hsiao-Chueh | en_US |
| dc.creator (作者) | 謝小雀 | zh_TW |
| dc.creator (作者) | Hsieh,Hsiao-Chueh | en_US |
| dc.date (日期) | 2007 | en_US |
| dc.date.accessioned | 18-Sep-2009 15:04:21 (UTC+8) | - |
| dc.date.available | 18-Sep-2009 15:04:21 (UTC+8) | - |
| dc.date.issued (上傳時間) | 18-Sep-2009 15:04:21 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0094932113 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/35457 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 經營管理碩士學程(EMBA) | zh_TW |
| dc.description (描述) | 94932113 | zh_TW |
| dc.description (描述) | 96 | zh_TW |
| dc.description.abstract (摘要) | 人口老化已經是全球性的新議題了，老人學隨著社會變遷也成為重要的新領域。台灣從1993年開始進入高齡化社會。未來不論在食衣住行育樂、醫藥衛生、保健照護等各領域，銀髮族都將成為各行各業服務的重要對象。為了因應台灣高齡社會的到來，行政院院會在2007年3月14日已經通過老人福利十年大溫暖計劃，10年內將投入新台幣817億元，服務對象有四項，其中一項就是65歲以上老人 。 目前安養護機構的床位大約8萬多床，只佔老人人口數的3.5%。老人的安養護市場尚有很大的空間，在人才培育方面目前有十所大專院校已開設老人學相關課程的科系，未來將會持續增加。可預見的未來，老人安養護模式中不論是居家照護、社區照護、機構照護；將在政策法令、機構設立、人才培訓的三大架構整合之下，必定會有很好的發展。 本論文研究目的，就是希望對於獲得評鑑優良的個案-雙連安養護中心進行進一步分析，透過半結構式訪談及問卷調查的方式找出顧客對服務項目的重要度與滿意度差異性，並根據所得結果提供給業者做為經營參考，幫助業者建立更優越的價值定位。 個案研究結果發現對於服務體驗項目中，住民心中最為重視的前五項其重要度均高於滿意度，且均著重於人員服務的項目，顯示人員服務的態度好壞，可能影響著住民對安養護中心的滿意度，及繼續居住的意願。在家屬方面對前五名的體驗項目，其重要度對滿意度有著較大的認知差異，可能是家屬只有在探訪住民時短暫使用這些項目，或是從住民及他人口中得知其使用的感受，其感受程度遠不如住民，故認知差異的程度相對大於住民。 本研究建議中心在制定經營管理策略時，可依體驗項目重要程度的順序作為主要訴求，在策略制定上可強調安養護中心提供了完善的居住環境與無障礙的空間和設備，或是展示實際場景的照片與影片，當消費者打電話或是到安養護中心參訪時，可透過中心人員的實際服務與交談，讓消費者感受到中心人員的服務熱誠，藉此增加對安養護中心的整體滿意度，當消費者評估後對安養護中心的滿意度大於預期的滿意度時，便會將家中長者送至安養護中心接受其服務。 | zh_TW |
| dc.description.abstract (摘要) | Aging of population is the latest issue in the world and gerontology also becomes an important new field due to the change of society. Since 1993, Taiwan has become an aging society. In the future, the elderly will be important customers to various walks of life, such as medical treatment, health care, nursing care, entertainment, and so on. In order to cope with the coming of an aging Taiwan, the Executive Yuan had passed a ten-year plan for the welfare of the elderly on March 14th, 2007. Taiwan will spend 81.7 billion dollars in ten years for four categories of citizens, and one of which is the elderly over 65 years old. At present, there are about 80 thousands of beds in the nursing-care institutions, which is only 3.5 percent of the elderly population. There are still a lot of opportunities in the market of elderly nursing care. For the talent development, there are already ten colleges which have added the gerontology-related departments and there will be more colleges to do so. In the near future, with the integration of government policy, set-up of institutions and talent development, home care, community care and institution-based care will definitely be under good development. The purpose of this thesis is to do further analysis of the case, Suan-Lien Elderly Center. Through semi-structured interviews and questionnaires, the gap between the importance and satisfaction of the service items for the customers is discovered and the results are provided to the elderly center as a reference for management to help it establish a better value proposition. In the research results, it is found that in the service experience items, the scores of the importance of the first five items that the habitants value most is higher than those of the satisfaction, and the habitants put more emphasis on the personnel service items. This shows that the attitude of the service personnel may influence the habitants’ satisfaction of the nursing-care centers and their willingness of staying. The family of the habitants found larger gap between the importance and satisfaction of the first five service items. The reason may be that the family of the habitants only use the services for a short time during the visit. Or it may be because the family of the habitants learn the feelings of using the services through the habitants or others. This research suggests that the nursing-care centers can use the order of the importance of the service items as the main appeal while making the strategies of management. The nursing-care centers can stress that they can provide perfect living environment and barrier-free access and equipment or they can display the photos or films of the nursing-care centers. When the consumers call or visit the nursing-care centers, through the actual services and conversations, the consumers can feel the enthusiasm of the staff. In this way, the entire satisfaction of the nursing-care centers will be increased. When the actual satisfaction is higher than the expected one, the consumers will send their elderly to the nursing-care center. | en_US |
| dc.description.tableofcontents | 目錄第一章 緒論…………...……………………………………1第一節、 研究背景與動機………………………………………1第二節、 研究目的………………………………………………3第三節、 研究流程………………………………………………4第二章 文獻回顧…………...………………………………5第一節、 老人福利與安養護照護相關議題………………………5壹、 老人福利政策與措施………………………………5貳、 安養護照護機構………………………………………7第二節、 服務體驗與滿意度相關文獻…………………………...13壹、 顧客滿意度意涵 ………………….…………………13貳、 服務品質………………………….……………….…16參、 服務體驗………………………….……………….…19第三節、 人口統計變數相關研究………….…….………….…30壹、 性別………………………………….…….…….…31貳、 年齡………………………………….…….………31參、 教育程度…………………………..……….………32第三章 研究方法……………………………….…………33第一節、 研究架構…………………………………………..……34第二節、 研究假設…………………………………………...……35第三節、 研究變項衡量方式………………………………..……35壹、 服務體驗量表設計……………………………..……35貳、 基本資料設計…………………………………...……36參、 李克特五點量表………………………………..……37第四節、 抽樣設計…………………………………………..……37壹、 抽樣樣本數………………………………….…..……37貳、 抽樣對象…………………………………….…..……39第五節、 資料分析方式…………………………………...………40壹、 信度與效度…………………………………..………40貳、 巴氏球型檢定(Bartlett Sphericity Test)……..………43參、 因素分析(Factor Analysis)…………………...………43肆、 敘述統計分析………………………………...………46伍、 相依樣本T檢定(Paired-Samples T-test) …….………46陸、 單因子變異數分析(One-Way ANOVA) …….………46第四章 資料分析……………………………………….…48第一節、樣本結構分析……………………………………………48壹、 住民樣本結構……………………………………..…48貳、 住民家屬樣本結構………………………………..…50第二節、 住民對安養護中心服務體驗結果分析……………..…51壹、 住民對安養護中心之服務體驗構面滿意度差異分析51貳、 住民對安養護中心之體驗項目滿意度差異分析…..53第三節、 住民家屬對安養護中心服務體驗結果分析…………..56壹、 住民家屬對安養護中心之服務體驗構面滿意度差異分析56貳、 家屬對安養護中心之體驗項目滿意度差異分析…...57第四節、 住民人口統計變數對服務體驗構面分析……………...61壹、 性別對服務體驗構面之分析………………………..61貳、 年齡對服務體驗構面之分析………………………..62參、 教育程度對服務體驗構面之分析…………………..63肆、 入住時間對服務體驗構面之分析…………………...64第五章 結論與建議……………………………………….66第一節、研究結論………………………………………………..66壹、 檢定結果……………………………………………..66貳、 結論-服務體驗……………………………………….67參、 討論…………………………………………………...69第二節、 研究建議……………………………………………...71壹、 品質改善策略………………………………………..71貳、 營運管理策略………………………………………..72參、 經營管理策略………………………………………..72肆、 產業發展方向………………………………………..73參考文獻………………………………………………………………..74壹、 英文部分…………………………………………..…74貳、 中文部分……………………………………………..80參、 中文網站資料………………………………………..82附錄………………………………………………………………………..83附錄一 研究問卷…………………………………………….83附錄二 96.03.27雙連安養護中心第一次訪談內容摘要......85附錄三 96.04.26雙連安養護中心第二次訪談內容摘要......90附錄四 住戶訪談摘要……………………………………….92 圖次圖1-1、研究流程…………………………………………………………4圖2-1、服務花朵………………………………………………………28圖3-1、研究架構………………………………………………………34圖5-1、住民-體驗項目重要度前五名對滿意度差異圖………………69圖5-2、家屬-體驗項目重要度前五名對滿意度差異圖……………….70 表次表2-1、老人居住環境調查表………………………………………… 9表2-2、國內社政體系高齡者入居設施之比較………………………12表2-3、老人所需的三種服務…………………………………………13表2-4、服務品質構面統整表…………………………………………19表3-1、服務體驗量表…………………………………………………36表3-2、住民－服務體驗重要度信度表………………………………41表3-3、住民－服務體驗滿意度信度表………………………………41表3-4、家屬－服務體驗重要度信度表………………………………41表3-5、家屬－服務體驗滿意度信度表………………………………41表3-6、構面取樣適切性量表………………………………………44表3-7、Bartlett球型檢定表……………………………………………44表3-8、體驗服務構面因素分析結果…………………………………45表4-1、安養護中心住民樣本性別分配表……………………………48表4-2、安養護中心住民樣本年齡分配表……………………………49表4-3、安養護中心住民樣本教育程度分配表………………………49表4-4、安養護中心住民入住時間分配表……………………………50表4-5、家屬樣本性別分配表…………………………………………50表4-6、家屬樣本年齡分配表…………………………………………51表4-7、家屬樣本教育程度分配表……………………………………51表4-8、住民服務體驗構面差異檢定表………………………………52表4-9、住民體驗項目滿意度差異檢定……………………………55表4-10、安養護中心服務品質重要程度表……………………………56表4-11、家屬服務體驗構面滿意度差異檢定………………………57表4-12、家屬體驗項目滿意度差異檢定………………………………59表4-13、家屬對安養護中心服務項目品質重要程度表………………60表4-14、性別對服務體驗構面分析表…………………………………61表4-15、年齡對服務體驗構面分析表…………………………………62表4-16、教育程度對服務體驗構面分析表……………………………63表4-17、入住時間對服務體驗構面分析表……………………………64表5-1、假設檢定結果一覽表…………………………………………66 | zh_TW |
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| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0094932113 | en_US |
| dc.subject (關鍵詞) | 老人自費 | zh_TW |
| dc.subject (關鍵詞) | 服務體驗 | zh_TW |
| dc.subject (關鍵詞) | 顧客滿意度 | zh_TW |
| dc.title (題名) | 自費老人安養護中心服務體驗之研究-以雙連安養護中心為例 | zh_TW |
| dc.type (資料類型) | thesis | en |
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