【作者】 高翔；

【导师】 魏淑娟；

【作者基本信息】 兰州大学 ， 社会工作（专业学位）， 2016， 硕士

【摘要】 近年来我国心智障碍儿童的增多,诸多以心智障碍儿童为服务对象的康复机构相继建立,机构服务质量有差别,评估体系不健全,是目前的现实问题。当前已有研究中,较少的关注到该类康复机构的服务质量层面。而评价机构的服务质量,既是推动机构发展进步的良策,也是有利于保障心智障碍儿童的权益,这一研究的空缺亟需弥补。本文以兰州市L机构作为个案研究对象,在顾客满意度理论和SERVQUAL量表基础之上,初步设计研究问卷,在结合多次的访谈调查,收集到L机构自身特点和现实情况后,对自身设计的问卷进行修改,最终形成一套包含5个维度,31个问项的评估问卷。本研究以在L机构接受服务的儿童家长作为对象开展调查,最终使用统计所得的量化结果呈现儿童家长对于机构服务质量的满意程度。同时,针对机构员工和儿童家长就机构服务的相关内容开展深度访谈,以此弥补问卷调查可能存在的疏漏,保证本次研究的论据真实、全面。本研究通过问卷调查,最终得出家长对于机构服务质量的总体满意度为“合格”级别。各维度满意度存在较明显差距,其中最高值为“伦理性”维度,满意度达到“良好”级别,最低值为“延展性”维度,满意度仅为“不合格”级别。文末,对各维度得分原因进行了分析,并陈述了一些关于机构服务质量的思考。更多还原

【Abstract】 With the recent increase of mental disorders children, many rehabilitation agencies take the mental disorders children as service object have established.Appropriate management and evaluation system has not yet formed, the service quality and level of rehabilitation institutions are uneven. Current study has been less attention to agencies’ quality of service. Evaluating the service quality of rehabilitation agencies, it is a good way to promote angencies’ development and progress, and also helps protect the rights of mental disabled children,this research’s vacancy is urgent need to make up.This paper takes Lanzhou L agency as an object of study, base on the customer satisfaction theory and SERVQUAL scale, amends and designs the scale combine with L agency’s characteristics and current situation, eventually forms a set of questionnaire contains 5 dimensionalities and 31 indicators, takes the parents of children in L agency as an object to investigate, and gets the quantized results. As the same time, carries out depth interview with parents and agency’s employees to remedy questionnaire’s deficiency.Through the survey by questionnaire, finally gets the satisfaction of service quality is “Qualified” leve. Every dimensionality’s satisfaction exisst obvious gap,“Sittlichkeit” gets “ Good ” level, is the highest one, “Expansibility” gets“Unqualified”level, is the lowest one. At the end, paper analyzes the reasons from every dimensionality of the questionnaire and states some thoughts about agencies’ service quality.更多还原