臺灣博碩士論文加值系統

臺灣老年人口比例逐年上升，人口老化問題日趨嚴重，銀髮照護相關議題逐漸被社會重視，內政部統計社會福利機構中，銀髮照護機構已經高達62%，越來越多企業加入銀髮照護產業的行列，而近年來最受企業矚目的就是長青社區的市場開發。在這個顧客導向的時代下，企業希望永續的經營以及改善績效，應傾聽顧客的聲音。因此，銀髮照護產業中，長青社區之服務品質的提升，以及顧客滿意度進行績效改善為企業的重要課題之一。
本研究透過文獻整理，列出目前長青社區的基本服務構面，接著設計問卷並透過實際案例進行問卷調查，結合I-S Model以及改善係數進行項目評估，以量化的數據列出需改善的項目，再依顧客的意見整理出機構各構面的改善方向，最後提出建議，給予未來銀髮照護產業參考。

In Taiwan, the proportion of the elderly population has increased year by year. The problem of aging become more and more serious. The issue of senior care has gained a lot of attention. According to the report of the Ministry of the Interior, senior care institutions account for 62% in the entire social welfare institutions. More and more companies invest the senior care industry, and focus on the senior house sector. In the era of customer orientation, enterprises listen to the customers’ voice, so that improve their performance as well as achieve sustainable development. Therefore, enhancing service quality and customer satisfaction are key factors to companies in the senior house sector.
This research lists current the senior house essential service aspects by literature review, and then designs the questionnaire for data collection. After that, this research integrates I-S model and improvement index to assess service items. Finally, this research according to the analysis results propose suggestions for the senior house institutions.

目錄
摘要 I
Abstract II
致謝 III
目錄 IV
圖目錄 VI
表目錄 VII
第一章 緒論 ………………………………………………………… 1
1.1研究背景與動機……………………………………………………………1
1.2研究目的……………………………………………………………………………3
1.3研究範圍……………………………………………………………………………3
1.4研究架構……………………………………………………………………………3
第二章 文獻探討…………………………………………………………………5
2.1服務品質………………………………………………………………………………5
2.1.1服務品質的定義……………………………………………………………5
2.1.2服務品質的構面……………………………………………………………7
2.1.3服務品質的概念模型……………………………………………………9
2.1.4 P.Z.B.服務品質概念模式………………………………………9
2.1.5服務品質延伸模式…………………………………………………………11
2.2顧客滿意度…………………………………………………………………………15
2.2.1顧客滿意度的定義……………………………………………………………16
2.2.2顧客滿意度調查方式…………………………………………………………17
2.2.3顧客滿意度的評量方法………………………………………………………18
2.3長青社區服務構面統整……………………………………………………………19
2.3.1長青社區企業服務一覽表……………………………………………………19
2.3.2長青社區基本服務構面………………………………………………………21
2.4小結…………………………………………………………………………………21
第三章 研究方法……………………………………………………………………22
3.1研究流程……………………………………………………………………………22
3.2問卷設計……………………………………………………………………………23
3.2.1問卷評分設計…………………………………………………………………24
3.2.2受訪對象………………………………………………………………………24
3.3資料分析方法………………………………………………………………………24
3.3.1 信度、效度分析………………………………………………………………24
3.3.2重要度-滿意度模式……………………………………………………………26
3.3.3改善係數…………………….…………………………………………………28
3.3.2其他統計分析…….……………………………………………………………28
第四章 研究結果……………………………………………………………………29
4.1基本資料分析………………………………………………………………………29
4.2信度、效度分析……………………………………………………………………30
4.2.1信度分析………………………………………………………………………30
4.2.2效度分析………………………………………………………………………31
4.3數據分析……………………………………………………………………………32
4.3.1各構面數據分析………………………………………………………………32
4.3.2 I-S Model分析…………………………………………………………………39
4.3.3改善係數分析…………………………………………………………………41
4.3.4意見數統整與建議……………………………………………………………42
4.4 P.Z.B.服務品質概念模式缺口區分……………………………………32
第五章 結論與建議…………………………………………………………………46
5.1研究結論……………………………………………………………………………46
5.2研究建議……………………………………………………………………………46
5.3未來研究方向………………………………………………………………………47
參考文獻……………………………………………………………………………………48
附錄一 ……………………………………………………………………………………53
 
圖目錄
圖1.1 臺灣社會福利服務機構比例圖……………………………………………………2
圖1.2 本研究架構…………………………………………………………………………4
圖2.1 服務品質構面整合…………………………………………………………………8
圖2.2 P.Z.B.服務品質概念模式…………………………………………………10
圖2.3 服務品質延伸模式………………………………………………………………15
圖2.4 美國顧客滿意度指標模式(ACSI)……………………………………17
圖3.1 研究流程圖…………………………………………………………………………22
圖3.2 重要度-滿意度模式………………………………………………………………27
圖4.1 I-S Model分析圖…………………………………………………………………40
 
表目錄
表1.1 2010年至2014年臺灣人口數統計表……………………………………………1
表2.1 服務品質的定義…………………………………………………………………6
表2.2 顧客滿意度的定義………………………………………………………………16
表2.3 長青社區服務統整表…………………………………………………………20
表2.4 長青社區基本服務構面表…………………………………………………………21
表3.1 本研究問卷…………………………………………………………………23
表3.2 Cronbach’s α係數合理範圍評估表…………………………………………25
表4.1 問卷發放數量統計表……………………………………………………………29
表4.2 住戶資料統計數據表……………………………………………………………30
表4.3 各項目與整體的信度分析表……………………………………………………31
表4.4 各項目的效度分析表……………………………………………………………32
表4.5 各項目與構面之滿意度分數、排名……………………………………………33
表4.6 男性住戶對於各項目與構面之滿意度分數排名………………………………34
表4.7 女性住戶對於各項目與構面之滿意度分數排名………………………………35
表4.8 夫妻同住對於各項目與構面之滿意度分數排名………………………………36
表4.9 母女同住對於各項目與構面之滿意度分數排名…………………………37
表4.10 各構面排名比較表………………………………………………………………38
表4.11 各項目重要度、滿意度平均值與品質屬性……………………………………39
表4.12 各項目改善係數與排名…………………………………………………………41
表4.13 住戶意見數量統計表……………………………………………………………42

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