Study On The Service Quality Management Of Elderly Care Institutions

With the development of elderly care service institution,there are many problems about service quality in elderly care institutions.A nursing home in Tianjin directly belongs to the Civil Affairs Bureau.Because of the short switching time,there are many problems in the elderly care service quality.Therefore,a nursing home in Tianjin service quality needed to be evaluated,and needed to find the radical problem.It had practical significance for improving the service quality.This dissertation was based on the SERVQUAL theory.Combining the latest theory,this dissertation evaluated service quality of a nursing home in Tianjin.In the In the process of index design,dissertation based on elderly care field and medical nursing field,according to the Tianjin elderly care service industry level classification and evaluation standard;this dissertation put forward five dimensions and 20 indicators of service quality improved.On this basis,the author designed a nursing home in Tianjin questionnaire.Using the questionnaire,do a survey of the elderly live in nursing home.After the recovery of 202 valid questionnaires,using SPSS software,the author has done a lot of analysis.The analysis results had been verified and obtained the current service quality scores in nursing home.Finally,author put forward problems about the service quality,these problems based on the result analysis.Finally,combined with the characteristics of elderly care service,this dissertation put forward the service quality improvement plan from the different perspective about a nursing home in Tianjin.The first perspective was assessment;this dissertation changed the original assessment method,and then proposed a new method around the service contents of the package.The second perspective was service risk;this dissertation came up with the service risk with service quality management process,and put forward the preventive measures and service recovery.Finally,from the service contact perspective,this dissertation analyzed the relationships among organization,service staff and customer,and tried to explain how to operate in different circumstances.