Research On Influencing Factors Of Service Quality Of Pension Agency Of Qingpu District Shanghai

The life quality of the elderly is one of the important signs to measure the level of economic development and social civilization.Concerning and improving the life quality of the elderly not only does good for the resolution of the elderly's own life problems,but also conducive to social long-term stability.In accordance with the United Nations' standards on population aging,China has entered the aging society since the end of the last century.And as China's earliest district to entry into the population aging stage,Shanghai has entered the phase of intense aging.Located in the outskirts of Shanghai,Qingpu District's situation of population aging is grim as well,and the degree of aging has steadily increased year by year,there's still high pressure brought by growth of the older old in the future.And the continued increase in demand for pension service and the low degree of specialization of old-age services raise new challenges to service quality of pension agencies in Qingpu District.And the quality of service of the pension agencies,whether able to meet the diversified needs of the elderly,is not only related to the life quality of the elderly living in pension agency,but also closely linked to the sustainable development of pension agencies.Hence,the research on the quality of institutional pension service has its necessity and practical significance.This paper takes the influencing factors of the service quality of the pension institutions in Qingpu District as the research object,and the main body of the thesis is divided into six chapters.Firstly,it describes the background of the topic,the research value,the related research both at home and abroad,and the research methods that are adopted.Secondly,it defines the concepts of the pension agencies,the institutional pension service and the service quality of the old-age care institutions,it also expounds the theoretical basis of this thesis,such as Maslow's Needs-Hierarchy Theory,Customer-oriented Theory and the Theory of Customer Perceived Service Quality.Thirdly,it analyzes the present operating situation of Qingpu District's institutional pension service from the aspects as follows: developmental trend of population aging in Qingpu,the development situation of pension agencies in Qingpu and the problems existing in the development of institutional pension service.Fourthly,it designs research questionnaire based on literature on service quality,and modifies the questionnaire through the pre-research.Fifthly,it carries out formal investigation and collects relevant data,and uses factor analysis and multiple regression analysis to analyze the factors affecting the evaluation of service quality of pension institutions,to know factor categories and respective degree of influence.Finally,based on the results of empirical analysis,proposing targeted countermeasures and suggestions according to the difference of influence of various factors,so as to improve pension service quality in Qingpu.And the study found that the hardware facilities factors,service staff factors,management factors,environmental factors,external support factors,economic factors,educational level and self-care ability of the elderly all have a different influence on evaluation of service quality.It is important to note that except self-care ability factor,whose influence is negative,other factors all have positive impact on overall evaluation of service quality.And the influence degree of dependent variable X on independent variable Y ranks from big to small as follows: service staff factors> management factors> hardware facilities factors> economic factors> environmental factors> external support factors> educational status factors> self-care ability factors.Accordingly,to make the following suggestions: to strengthen pension service talent team,improving the quality of service personnel;to deepen the people-oriented philosophy,providing service with close feeling melt;to further improve construction of hardware facilities and environment of pension agencies;promoting diversification of funds-collecting channels,to reduce the charge standard;to promote the participation of diversified main body of supply,increasing government support;to promote personalized services,enhancing service pertinence of pension agencies;to strengthen the supervision on institutional pension services.