Difference Analysis Based On The Double Perspective Of Buyers And Users Of Endowment Servise Zone Of Tolaernace

From 2014,China raced up the construction of elderly care service industry and introduce relevant laws and regulations to promote a fully functional,appropriate system which includs both cities and viliges.However,the current elderly care service is still in the stage of development with many drawbacks,the improvement of service quality to satisfy elderly people in our country becomes urgent.Based on the SERVQUAL scale and the zone of’ tolerance theory,this paper established an evaluation system for home-based service,using the structural equation model to analysis the zone of tolerance and its influencing factors.The demanders of elderly care service can be divided as buyers(family members)and users(elderly people);this paper aims at exploring the difference of service perceived evaluation and the ZOT between them.First,writer summarized relevant literatures.On the basis of SERVQUAL scale,combining the characteristics of elderly care service to set up service quality evaluation system especially for elderly care service industry.From five dimensions this paper established the secondary indicators in order to be more specific when reflects the differences of different groups whiling treat the same service.Secondly,a questionnaire is established to get data and fix the scale system.At the same time,the perceived service quality and satisfaction degree of the two groups are calculated separately.Results show that although the elderly family members has little difference in service quality,they have different opinions on which dimension is the most important.For the elderly,empathizing is the most important dimension;they hope to be treated more patiently and respectfully.But for family members,reliability is the key,for instance,a well-trained service provider is the top priority.Then,this paper analyzed the range of ZOT and its influencing factors of elderly care service.The study found that the ZOT elderly and family members are of different width,but basically ranging in the same level.And validate the proposed hypothesis that past use experience of service,environmental factors and customer have a significant impact on the accepted level of service.Past use experience of the service,continuous reinforcement,attitude and self-perceive also have great influence on the ideal level of service.This paper also validates that the importance of elderly care service has negative correlation with the width of ZOT.But for two groups,the influence degrees are not the same.