The Research On Service Quality Of Pension Institutions In Xi'an Based On The Measurement And Analysis Of Customer

The pace of population aging is accelerated,and there is a great change in the way of the old-age way.The old-age demand for the aged is gradually increasing.Although the increasing demand for the elderly pension has led to the development of pension institutions,but the quality of institutional services provided by the uneven.Our country has introduced the relevant document standards,but these standards are mostly descriptive and excessive quantity,lack of certain measurable data index.At the same time,in the evaluation of the quality of service provided by the agency,the elderly have the right to speak.Therefor,this article collated the relevant literature,from the perspective of service recipients,set the structure of performance to facilitate the test.In this thesis,choose the city of Xi'an as the sample city,combined with the facts of the development of the pension institutions in Xi'an,reference the views of experts and interviews of the elderly,refine evaluating indicator.In order to evaluate the service quality of the pension institutions in Xi'an,according to the SERVQUAL scale,from service category and service nature,found different index model.Through the data analysis,it is found that between perception service and expection service,there have significant differences,especially the indicators of diet,living and health care at the service level,and the indicators of service attributes are equal,such as materiality,responsiveness and assurance.The analysis of this data can provide a reference for the corresponding improvement measures,especially the main and secondary aspects.Finally,combined with the differences of the research data,put forward the improvement measures.On the one hand,at the macro level,we should increase the government's financial support,improve the service standards,improve the degree of standardization,improve the personnel training mechanism;On the other hand,at the micro level,it is proposed to improve the service management and function orientation of the organization,to improve the construction of the hardware facilities,to improve the skills and wages of the nursing workers,and to enrich the spiritual services for the elderly.Through these suggestions,we hope to improve the service quality of the pension institutions in Xi'an.