Evaluation Research On Service Quality Of Non Governmental Senior’s Homes

According to the standard of population aging from United Nations, our country has entered the aging society since the end of the twentieth Century, with the aging of the deepening in recent years, how to improve the quality of life of the elderly and solve the problem of the elderly in China, has become a hot topic in academic and social concerns.While the private pension institutions’ pension service model, as one of the forms of the “social welfare socialization”, it was playing an important role in regardless of the quantity or the supply of pension services in the field of pension services. With the pension service quality evaluation has become one of the important basis for the decision-making of social endowment insurance, how to develop the private pension institutions and improve their service quality problems,also become a social problem which needs to be solved urgently.First of all, the paper makes the service quality of the private pension institutions as the main research object, it has three aspects,which are theory of customer perceived service quality,need hierarchy theory and welfare pluralism theory for the core of the social public service quality,as the theoretical basis; The model of service quality evaluation system of private pension institutions was established, and with the help of SERVQUAL scale from the life care, service management, service personnel, rehabilitation nursing and psychological concern five aspects were constructed from tangibles, reliability, responsiveness, assurance and empathy dimensions of 22 specific evaluation indicators;Secondly, this paper uses AHP analysis method on the construction of 22 indicators to separately weighted, and 150 samples were extracted from the private pension institutions of Changsha City,thus to get the old people’s service quality perception and evaluation of data for private pension institutions,and then to make relevant empirical research about service quality model of Changsha City private pension institutions;Finally, through the quantitative evaluationand the weights of the corresponding calculationof 22 specific indicators’ quality of service levels, it is concluded that the SQ of Changsha private pension institutions service quality evaluation value is- 0.6425, so we can know that there are stillexisting certainobviously gapbetween the elderly perceived service and expected service for the service quality of the private pension institutions.It is also found that there are significant difference from each dimension of service quality andthe highest service quality is reliability, The most unsatisfactory quality of service is the guarantee,and the otherthree dimensions like tangible,response and transference of empathy of evaluation results are quite close.