政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/35457
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 113318/144297 (79%)
造訪人次 : 50973901      線上人數 : 882
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/35457


    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
    作者: 謝小雀
    Hsieh,Hsiao-Chueh
    貢獻者: 樓永堅
    謝小雀
    Hsieh,Hsiao-Chueh
    關鍵詞: 老人自費
    服務體驗
    顧客滿意度
    日期: 2007
    上傳時間: 2009-09-18 15:04:21 (UTC+8)
    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。
    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.
    參考文獻: 壹、 英文部分：
    1. Areni, C.S. and Kim, D. “The influence of in-store lighting on consumers’ examination of merchandise in a wine store”, International Journal of Research in Marketing, 1993, pp.117-125.
    2. Anderson, E.W., Fornell, C. and Lehmann, D.R. “Customer Satisfaction, Market Share and Profitability: Findings From Sweden”, Journal of Marketing, July, 1994, pp. 53-66.
    3. Bartlett, M. S. “The goodness of fit of a single hypothetical discriminant function in the case of several groups” Annuals of Eugenics, 1951, pp.199-214.
    4. Bitner, M. J. “Servicescapes: The impact of Physical Surrounding on Customers and Employees”, Journal of Marketing, 1992, pp.57-71.
    5. Bowen, J. “Development of a Taxonomy of Services to Gain Strategic Marketing Insights”, Journal of the Academy of Marketing Science, 1990, pp.43-49.
    6. Broderick, A.J. “Role Theory and The Management of Service Encounters”, The Service Industries Journal, 1999, pp.117-131.
    7. Berry, L.L. and Parasuraman, A. Marketing Service-Competing Through Quality, New York: The Free Press, 1991.
    8. Bone, P.F. and Ellen, P.S., “Scents in the marketplace: explaining a fraction of olfaction”, Journal of Retailing, Vol.75, 1999, pp.243-262.
    9. Bitner, M.J., Hubbert, A.R. and Zeithaml, V.A. “Customer contributions and roles in service delivery”, International Journal of Service, Vol.8, 1997, pp.193-205.
    10. Buchanan, L., Simmons, C.J. and Bickart, B.A. “Brand equity dilution: retailer display and context brand effects”, Journal of Marketing Research, Vol.36, 1999, pp.345-355.
    11. Chandon, J.L., Leo, P.Y. and Philippe, J. “Service Encounter Dimensions-A Dyadic Perspective: measuring the Dimensions of Service Encounter as perceived by Customers and Personnel”, International Journal of Service Industry Management, 1997, pp.65-86.
    12. Churchill, G.A. and Surprenant C. “An Investigation into the Determinants of Customer Satisfaction”, Journal of Marketing Research, 1982, pp.491-504.
    13. Crosby, L.A., Evans, K.R. and Cowles, D., “Relationshio quality in Services Selling: an Interpersonal Influence Perspective”, Journal of Marketing, 1990, pp.68-81.
    14. Day, R. “Extending the concept of consumer satisfaction”, Advances in Consumer Research, Vol.4, 1977, pp.59-154.
    15. Donabedian, A. Quality and Cost: Choices and responsibilities Inquiry, 1980, pp.90-99.
    16. Danaher, P.J. and Mattsson, J. “A comparision of Service Delivery Processes of Different Complexity”, International Journal of Service Industry Management, 1998, pp.48-63.
    17. Dube, L. and Renaghan, L.M. “Creating visible customer value”, Cornell Hotel and Restaurant Administration Quarterly, Vol.41, 2000, pp.62-72.
    18. Engel, J.F., Blackwell, R.D. and Miniard, P.W. Consumer Behavior, New York: Dryden. 1995.
    19. Garvin, D.A. “What Does Product Quality Really Mean”, Sloan Management Review, 1984, pp.25-43.
    20. Gifford, R. “Light, d!ecor, arousal, comfort, and communication”, Journal of Environmental Psychology, 1988, pp.177-189.
    21. Gronroos, C. Service Management and Marketing : Managing the Moments of Truth in Service Competition, Lexington Books Lexington, MA, 1990.
    22. Grace, D. and O’Cass, A. “Examining Service Experiences and Post-consumption Evaluations”, Journal of Services Marketing, 2004, pp.450-461.
    23. Grace, D. and O’Cass A. “An examination of the antecedents of repatronage intentions across different retail store formats”, Journal of Retailing and Consumer Services, 2005, pp.227-243.
    24. Grove, F. and Bitner. “Dramatizing the Service Experience: A Managerial Approach”, Advances in Services Marketing and Management, 1992, pp.91-121.
    25. Grove, S.J., Fisk, R.P., and Dorsch, M.J. “Assessing the theatrical components of the service encounter: a cluster analysis examination”, The Service Industries Journal, 1998, pp.116-134.
    26. Haywood-Farmer, J. “A Conceptual Model of Service Quality”, International Journal of Operations and Production Management, 1988, pp.19-29.
    27. Heath, T.B., McCathy, M.S. and Mothersbaugh, D.L. “Spokesperson Fame and Vividness effects in the Context of Issue-relevant Thinking: The Moderating role of Competitive Setting”, Journal of Consumer Research, 1994, pp.520-534.
    28. Howard, J.A. and Sheth, J.N. The theory of buyer behavior, New York, 1969.
    29. Hui, M.K., Dube, L. and Chebat, J. “The impact of music on consumers’ reactions to waiting for services”, Journal of Retailing, 1997, pp.87-104.
    30. Ingrid, Y. L. “Evaluating a Servicescapes: The Effect of Cognition and Emotion”, Hospitality Management, 2004, pp.163-178.
    31. John, N. “What is this thing called service”, European Journal of Marketing, Vol.33, 1999, pp.958-973.
    32. Juran, J.M. Quality Control Handbook, 3rd edition, New York: McGraw-Hill Book Co, 1974.
    33. Kaiser, H. F. “Little Jiffy, Mark IV”, Educational and Psychology, 1974, pp.100-117.
    34. Kotler, P. “Atmospherics as a Marketing Tool”, Journal of Retailing, Vol.49, 1973, pp.48.
    35. Kotler P. Marketing management, 11th edition, Prentice Hall International, Inc., 2003.
    36. Kunkel, J.H. and Leonard L.B. “A Behavior Conception of Retail Image”, Journal of Marketing, 1968, pp.21-27.
    37. Levitt, T. “Marketing Intangible Products and Product Intangibles”, Harvard Business Review, Vol.59, 1981, pp.94-102.
    38. Lindquist, J.D. “Meaning of Image: A study of Empirical and Hypothetical Evidence”, Journal of Retailing, Vol.50, 1974, pp.29-38.
    39. Lovelock, C. and Wright, L. “Principles of Service Marketing and Management”, 2sec edition, Prentice Hall, 2002, pp.143.
    40. Oliver, Richard L., R., Roland T., and Varki, S. “Customer delight: Foundations, findings, and managerial insight”, Journal of Retailing, Vol.73, 1997, pp.311-336.
    41. Pfaff, M. “The Index of Customer Satisfaction Measurement Problem and Opportunity”, The Conceptualization of Consumer Satisfaction and Dissatisfaction, H. Kieth Hunt ed., Cambridge , MA: Marketing Science. 1977,
    42. Pugh S.D., “Service with a Smile: Emotional Contagion in the Service Encounter”, Academy of Management Journal, 2001, pp.1018-1027.
    43. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “Problems and Strategy Services Marketing”, Journal of Marketing, 1985, pp.33-46.
    44. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, Vol.64, 1988, pp.12-40.
    45. Parasuraman, A., Zeithaml, V. A. and Berry L. L. “Refinement Reassessment of the SERVQUAL Scale”, Journal of Retailing, Vol.67, 1991, pp.420-450.
    46. Regan, W.J. “The service revolution”, Journal of Marketing, 1963, pp.57-62.
    47. Shostack, G.L. “Designing services that deliver”, Harvard Business Review, 1984, pp.133-139.
    48. Singh, J. “Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery”, Journal of the Academy of Marketing Science, 1991, pp.223-234.
    49. Schulz, R. and Brenner, G. “Relocation of the aged: A view and theoretical analysis”, Journal of Gerontology, Vol.32,1977, pp.323-333.
    50. Sweeney J.C. and Wyber. F. “The role of cognitions and emotions in the music-approach-avoidance behavior relationship”, The Journal of Services Marketing, Vol.16, 2002, pp.51-69.
    51. Shamdasani, P.N. and Balakrishnan, A.A. “Determinants of Relationship Quality and Loyalty in Personalized Services”, Asia Pacific Journal of Management, 2000, pp.399-422.
    52. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R. N. “The Relationship Between Service Quality and Customer Satisfaction: a Factor Specfic Approach”, Journal of Services Marketing, 2002, pp.363-379.
    53. Tse, D.K., Wilton, P.C., 1988, “Models of consumer satisfaction formation: an extension”, Journal of Marketing Research, Iss. 25, pp. 53–62.
    54. Turley, L., Fugate, W. and Douglas, L. “The Multidimensional Nature of Service Facilities: Viewpoints and Recommendations”, The Journal of Services Marketing, Vol.6, 1992, pp.37-45.
    55. Wasserman, G.S. “How to Prioritize Design Requirements During the QFD Planning Process”, IIE Transactions, 1993, pp.59-63.
    56. Winsted, K.F. “Service Encounter Dimensions: A crosscultural analysis”, Doctoral Dissertation, University of Colorado at Boulder, 1993.
    57. Ward, J. C., Bitner, M. J. and John B. “Measuring the Prototypicality and Meaning of Retail Environments”, Journal of Retailing, 1992, pp.194-211.

    貳、 中文部份：
    1. 中華民國長期照護專業協會，「老人安養護/長期照護機構營運指南」，初版，內政部，2003。
    2. 行政院衛生署，「老人長期照護三年計畫」，行政院衛生署，1999。
    3. 李世代等編著，「長期照護」，月藝軒圖書出版社，2001年10月。
    4. 辛振三，「建構老人長期照護政策執行網絡提升服務品質」，品質月刊，2003年8月，第73-76頁。
    5. 林昆諒，「資訊服務業服務品質之實證研究：以銀行使用者為例」，國立台灣大學商學研究所碩士論文，1984年。
    6. 吳瓊美、朱昭美，「民眾對老人長期照護安排之態度：1994台灣地區社會意向調查之發現」，中華衛誌，第14卷，第4期，1995年，第369-382頁
    7. 吳明隆、涂金堂，「SPSS與統計應用分析」，初版，五南圖書，2005年。
    8. 邱宏哲「利用品質機能展開法建立整合型照護大樓建築需求-以南投仁愛之家為例」，國立雲林科技大學工業管理所碩士論文，2003年11月。
    9. 邱皓政，「量化研究與統計分析」，初版，五南圖書，2006年。
    10. 邱啟潤、楊美賞、陳彰惠，「長期照護的遠景-以家庭為中心的老人照護」，The Journal of Long-Term Care，第7卷，第4期，2004年，第386-398頁。
    11. 陳玉敏，「長期照護機構老人之適應問題」，護理雜誌，第47卷，第6期，2000年，第71-75頁。
    12. 張富盛，「大台北地區安養護中心服務品質評估之研究－模糊多準則決策方法之應用」，中華大學未出版碩士論文，2004。
    13. 郭貞，「台灣地區民眾之消費動機與習性」，廣告學研究第三集，政大廣告系出版，1994年。
    14. 莊立民、王鼎銘 譯，「企業研究方法:質化與量化方法之應用」，Cavana, R.Y. 著，雙葉出版社，2004年。

    參、 中文網站資料
    1. 內政部，「老人生活狀況分析」，http://www.moi.gov.tw/W3/stat/topic/topic123.html，存取時間：2007/5/20。
    2. 內政部，「老人福利法」，http://sowf.moi.gov.tw/04/02/02_1.htm，存取時間：2007/6/17。
    描述: 碩士
    國立政治大學
    經營管理碩士學程(EMBA)
    94932113
    96
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0094932113
    資料類型: thesis
    顯示於類別:[經營管理碩士學程EMBA] 學位論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    211301.pdf45KbAdobe PDF2665檢視/開啟
    211302.pdf99KbAdobe PDF2861檢視/開啟
    211303.pdf104KbAdobe PDF2741檢視/開啟
    211304.pdf89KbAdobe PDF2842檢視/開啟
    211305.pdf121KbAdobe PDF2750檢視/開啟
    211306.pdf226KbAdobe PDF22266檢視/開啟
    211307.pdf241KbAdobe PDF21324檢視/開啟
    211308.pdf145KbAdobe PDF21292檢視/開啟
    211309.pdf151KbAdobe PDF2843檢視/開啟
    211310.pdf104KbAdobe PDF21317檢視/開啟
    211311.pdf273KbAdobe PDF21248檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋