【作者】 尤扬；

【导师】 宋凤轩；

【作者基本信息】 河北大学 ， 社会保障， 2014， 硕士

【副题名】基于SERVQUAL模型的测评与分析

【摘要】 随着老年人口数量持续增加，中国已进入老年型社会，日益增加的老年人口已经成为一个有其特殊需求的庞大群体。我国现有的养老条件和养老服务很难满足老年人的需求，传统的养老方式也很难与现代社会的飞速发展相适应。在此背景下，社区养老这种符合中国老年人特点与需求的新型养老模式日渐突显其重要性。所谓社区养老服务模式，是让老年人住在家庭里，在继续得到家人照顾的同时，由社区承担养老工作或托老服务，向居家老人提供生活照料、医疗保健、精神慰藉、文化娱乐等为主要内容的新型养老服务模式。社区养老服务的诞生和发展，为缓解养老问题提供了新的手段和方法，为社会的和谐与稳定做出了重要的贡献。国内外学者从不同视角各自分析了社区养老服务的可行性与必然性，指出了存在的一些问题并给出了相应的对策。但是该研究领域内没有一个公认的评价模型，无法规律性地对社区养老服务质量进行测评，对不同服务项目的深入研究也十分欠缺。本文以保定市的几个较大社区为样本，通过调查问卷的发放收集一手资料，并运用SERVQUAL模型对这些数据进行详细研究，意图分析在人口老龄化严重，空巢老人增多，养老机构远不能满足现有养老需求的情况下，社区养老的服务质量现状、急需解决的问题以及进一步的发展建议。通过分析发现保定市现有的社区养老服务质量不高，很多方面满意度较低，存在着基础设施不完善、服务项目较少、服务人员水平不高、个性化选择欠缺、老年人参与不足等问题，急待改善。归纳造成社区养老服务质量不高的原因，则涉及法律规范、资金来源、服务人员、思想观念、管理监督等几个方面。针对这些问题，笔者提出了健全相关法律法规制定、拓宽养老金筹集渠道、加强服务者专业素质培训、加大社区养老服务的宣传、加强组织管理和社会监督等提升对策，以期促进社区养老服务的健康持续发展。更多还原

【Abstract】 As the aging population continues to increase, China has entered the aging society, theincreasing aging population has become a large group which has its special requirements.Existing endowment conditions and pension service in China is hard to meet the needs of theelderly, at the same time, the traditional endowment way is difficult to keep up with the rapiddevelopment of modern society. Under this background, the community endowment thatconform to the characteristics of China’s elderly and demand of the new pension modelincreasingly highlight its importance.Community endowment gives priority to with family pension,community institutionendowment is complementary. Its home care services for the elderly gives priority to withdoor-to-door service, while nursing home service is the integration. The elderly live in theirfamilies, enjoy cares both from families and the community. Provided by the community tooccupy the elderly life care, health care, spiritual comfort, cultural entertainment as the maincontent of service. The birth of a new pension model, provides a new method to alleviate thepension problem, and make a contribution to the social harmony and stability.Several large communities in the city of Baoding as samples, through the issuance of thequestionnaire to collect data, and using the SERVQUAL model to the data in detail. Thispaper intents to analysis the present situation of the community endowment service quality,the urgent problems and Suggestions of further development. Through the analysis can befound, the existing community endowment service quality is not high, many aspects ofsatisfaction is low, there is less incomplete infrastructure and services, service level is nothigh, individual choice inadequacy, and lack of elderly people to participate in presses forimprovement.Investigate its reasons, involving the legal norms, sources of funding, servicepersonnel, ideological concept, management and supervision and other aspects.Finally putforward five solutions,including improve the relevant laws and regulations formulation, widenthe channel of the pension to raise, strengthen service professional quality training, increasethe propaganda of community endowment service, and strengthening the promotioncountermeasures such as organization management and social supervision.更多还原