Research On The Service Quality Evaluation Of Chinese Disabled Eldly Institutional Care

As an important support of care service system for the aged, institutional careplays an irreplaceable role in pension system. Especially for the disabled, institutionalcare have some advantages which family care and community care can’t provide.On theone hand, rehabilitation is more important than basic livings in the disabled life.Thedisabled can get better rehabilitation service from institutional care and then they maysuffer less pain.On the other hand,taking care of the disabled together is propitious tothe professional development of care service.Moreover,it can save the cost of careservice.With the arrival of aged society in1999,China has become one of theearliest countries which have entered the aging society. At the same time, China has thelargest old population in the world which accounts for20percent of the whole. Thedisabled accounts for a sizeable part of the old population.China Aging DevelopmentReport(2013) shows that the population of the disabled in our country is increasing from36,000,000in2012to37,500,000in2013.It is predicted that it will reach40,000,000and account for19.5percent of all the old people by2015.With the growing of thedisabled population and the accelerating of ageing trend,the care service model andquality is facing severe challenges. Furthermore,the demand for care service of thedisabled becomes more and more diversified.Institutional care can provide professionaland formal service for the disabled.The fast development of institutional care serviceand the satisfaction of the needs of the disabled is not only a major strategy of the Party,but also the common expectation of the whole society.Using the popular SERVQUAL model as a theoretical analysis tool, combinedwith the characteristics of the disabled institutional care service in our country,we makea survey about the disabled service expectation and perception to institutional care fromfive dimensions, namely tangibility, guarantee, human resources,service process andhumanistic concern. Based on the customer roles of the disabled,this paper will usesome statistical analysis method to evaluate the service quality of the disabledinstitutional care and make comparative analysis between the disabled lived inurban and rural areas as well as the disabled and non-disabled. The study has shown thatthere is a huge gap between service expectation and perception of thedisabled,especially in human resources and humanistic concern dimension.The disabled lived in rural areas are sufferring a more difficult care environment and a poorer servivequality.The disabled have more demands for care service than thenon-disabled.However,the difference of service quality score between the disabled andnon-disabled is not obvious. Consequently,we should change the way of thinking aboutthe development of institutional care sevice,which focused too much on hardware in thepast.Instead,we must pay more attention to the emotional environment improvement,create a "home" feeling for the disabled, realize human culture care to narrow the gapbetween the service expectation and perception in the heart of the disabled.