| 城市养老机构服务质量及其影响因素调查研究 |
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| 引用本文： | 李娟.城市养老机构服务质量及其影响因素调查研究[J].社会工作,2011(22):85-87,66. |
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| 作者姓名： | 李娟 |
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| 作者单位： | 徐州师范大学法政学院,江苏徐州221116 |
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| 基金项目： | 徐州师范大学人文社会科学基金项目（NO.10XWR12） |
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| 摘 要： | 以笔者2009年6月至9月对南京市36家养老服务机构及其入住老人的调查数据,探讨城市养老机构服务质量构成及其影响因素,采用SPSS15.0软件对数据分析。研究结果显示,服务质量构成五因子模型为：硬件设施、经营管理、服务软件、家的氛围、区位环境。研究进一步分析了养老机构性质、文化程度、性别、婚姻状况、家人来访、是否有养老金和医保、与朋友相处情形七变量对服务质量构成因子的影响。
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| 关 键 词： | 养老机构 服务质量构成 影响因素 |
Service Quality and Influential Factors of Old-age Care Institutions in the Nanjing City |
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| LI Juan.Service Quality and Influential Factors of Old-age Care Institutions in the Nanjing City[J].Journal of Social Work,2011(22):85-87,66. |
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| Authors: | LI Juan |
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| Institution: | LI Juan (School of Law and Politics,Xuzhou Normal University,Xuzhou, Jiangsu,221116) |
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| Abstract: | To explore the service quality and influential factors of old-age care institutions, the author investigated 341 persons from 36 old-age care institutions by questionnaire SRVQUAL. Adopting SPSS15.0 software analyze 16 variable factars（xl-xl6） by major component methods ,the results shows that achieve 5 factors of service quality component ,such as hardware construction; operation management; service software; family environment; area environment; Stepwise regression analysis proving that it＇s obvious influential to service quality satisfaction questionnaire with old-age instiiutions properties; educational level; martial status; activity of daily living（ADL）. |
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| Keywords: | Old-age care Institution Service Quality Component Influential Factors |
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