The Old Man And The Definition Of Staff In The Pension Service Quality

At present, China has entered into the aging society, with the number of long-term care facility increasing rapidly; therefore, the quality of service of those facilities is bound to become a concern. This study aims to find out the elderly service users and service providers'understandings of the service quality in the nursing home, and their differences in understanding. In this paper, I use qualitative research methods, with a social welfare institute in Y District of Shanghai as a case study, to find that both the aged and the staff think the four dimensions of security issues, life care, spiritual and cultural life and the staff are the most important aspects of service quality in the nursing home. In addition, the aged and the staff also have different views on the respective dimension. The staff come up with a new dimension of financial resources, while, the aged are more concerned about privacy issues. At the same time, the relationship between the various dimensions of service quality is not fragmented, and there are the cross and conflict with each other. In the definition of service quality, the aged are in a weak position. I suggest that the supply of services and the management of standards of service quality should consider the aged as guide.