Evaluation Research On Service Quality Of Private Rest Homes Based On The Perspective Of The Elderly

Since2001. China has entered the aging society, how to solve the pension problems of our elderly population, improve the quality of life of older persons, it has become a pressing problem. After the founding of New China, despite great progress in social welfare, but have not been met needs of older persons. In2000, the state encourages the development of private retirement institutions, but how to develope private pension institutions in order to truly meet the demands of older persons;private pension institutions how to improve the quality of service in order to improve the older persons life quality and the other issues,The above problem need to be paid sufficient attention.In this paper, the object of study is Service Quality of Private Rest Homes. By collecting and reading large number of relevant literature, Service quality model(5GAPS)in Management and the SERVQUAL scale will be used as the theoretical basis. Then combined with the advice of elderly and experts, using SPSS11.5software Screening indicators and AHP calculated the relative weights of indicators, after that. Eventually established private pension institutions service quality evaluation indicator system. Meanwhile, in this paper through a questionnaire survey method surveyed a large number of elderly that living in the private pension institutions of ShiJiazhuang. The survey data were analyzed using SPSS11.5, and through Calculate the sample the gap score between the services perception and services expectations, to determine the service quality of private pension institutions in Shijiazhuang. As Quantitative analysis of the service quality of the private pension institutions in Shijiazhuang. So as provide a scientific basis that can improve the service quality of private pension institutions.In China, the research literature on the service quality of the private pension institutions is relatively small, and most of them also belong to the qualitative research, this paper aims to establish private pension institutions service quality evaluation system and empirical analysis of Shijiazhuang. Studies have shown that:the elderly percept service are generally higher than the expected service, and the results of SQ is-0.8266. Meanwhile, paired samples T test showed that between perceived service and expected service here has a significant difference in the quality of service Shijiazhuang private pension institutions, should to be improved. So we should focus on improving the quality of service indicators for the larger gap such as physical examination, respect for the elderly and so on, targeted to gradually narrow the gap between perception and expectation.