Research On The Relationship Between Service Quality,Customer Participation And Customer Satisfaction

With the development of aging,senility,disability and dementia,nursing homes have gradually become one important carrier of China's long-term care system,undertaking part of government functions as public care service provider,providing comprehensive,professional and humanized services,such as daily care,medical care and psychological comfort.Treating long-term care services as the core,nursing home care have formed a supply model of "multiple public services",including government,for-profit and not-for-profit organizations and individuals,which to some extent makes up for the "family failure","government failure","market failure" and "voluntary failure" under the single main-provider model.With the increase of individualized,diversified and heterogeneous needs of the elderly,higher requirements have been put forward for the service quality of nursing home care.According to official statistics,China has made great achievements in the construction of nursing home facilities,but the service quality of nursing home care is uneven,and there is a gap between standards and reality or at home and abroad.Service qualityhas become a obstacle in the development of nursing home service in China.How to realize the elderly care service that people satisfied with?The "customer" in this paper refers to the elderly residents in nursing homes.Centering on the theme of "service quality and customer satisfaction in nursing homes",this paper focuses on the following four issues.First,Whether the service quality of nursing homes is as uneven as most people think or not,that is,from the perspective of customers,is there a difference in the service quality of nursing homes?Secondly,what is the overall satisfaction of the residents with the care services they received in nursing homes? Thirdly,is there a relationship between the service quality and customer satisfaction in nursing homes,that is,does the specific dimension of service quality affect customer satisfaction,and what kind of influence does it have?Fourth,will the relationship between service quality and customer satisfaction in nursing homes be affected by the participation of the elderly,that is,in the supply process of service,will customer participation play a moderating role in the relationship between service quality and customer satisfaction? The logic of the four questions is interlocking and progressive,which has a good response to the current reality.Thus,in order to improve service quality and customer satisfaction,inspired by the new public administration,new public service theory and nonprofit marketing theory,on the basis of literature review at home and abroad,introducing "customer participation" as a moderator variable,a relationship model between service quality and customer satisfaction in nursing homes is established.Based on the above idea,the paper can be divided into four parts.In the part of introduction,the background,purpose,content,research significance,research methods and major innovations of this paper are introduced.In the second chapter,public management,marketing and other disciplines are integrated.On the basis of relevant literature research at home and abroad,the research hypothesis of this paper are proposed,and the relationship model between service quality,customer participation and customer satisfaction in nursing homes is constructed.The third chapter is the key part of this paper.Questionnaire survey and field interview are important methods to obtain primarydata in this study.After operationalizing variables,we designed a questionnaire on the customer satisfaction of nursing home care.Taking Shanghai,a city with a deeply aging population,as an example.Eleven non-profit nursing homes in seven districts of Shanghai were selected as the survey sites,and a total of 174 elderly residents were surveyed by questionnaire.While filling in the questionnaire,interviews were conducted with some elderly residents,their carers and managers of nursing homes,so as to fully understand the views and opinions of the respondents.Based on survey data,statistical analysis methods such as factor analysis,descriptive analysis,difference analysis and multiple regression analysis were adopted to carry out empirical research on the main research questions and hypotheses,and then,analyze the research results.The fourth chapter includes research conclusion,practical enlightenment and research prospect.This chapter firstly summarizes the research conclusions and compares with relevant researches at home and abroad.Secondly,based on the research conclusions of this paper,the practical enlightenment of improving service quality and customer satisfaction in nursing homes is explored.In the end,the deficiencies of this paper and the future research prospects are described.There are two main findings in this paper.First,the service quality of nursing homes have positive effects on customer satisfaction evaluation,and in the four dimensions of service quality(tangibles,reliability,responsiveness and security): the influence of tangibility on customer satisfaction is significant at 0.001 level,followed by the influence of security on customer satisfaction is significant at the level of 0.05.However,responsiveness and reliability have no significant influence on customer satisfaction.Secondly,customer participation will affect the relationship between service quality and customer satisfaction in nursing homes,that is to say,customer participation moderates the relationship between service quality and customer satisfaction.More specifically,customer participation plays a negative regulatory role in the relationship between tangible and customer satisfaction.The main innovation of the paper includes three aspects.First,it is innovation in research topic choosing.In the 21 st century,service quality and customer satisfaction are undoubtedly given priority in both the private sector and the public service sector.In foreign countries,the relationship between service quality and customer satisfaction has has been a long-standing problem.Experts and scholars in the field of marketing and public service have carried out many studies on this issue.Relatively speaking,the domestic focus on service quality and customer satisfaction is later,and there is a gap between the research progress in the same field and that in foreign countries.It is not to say the research field of care service in nursing homes.This paper tries to study the service quality,customer satisfaction and the relationship between the two in the field of care service in nursing homes,which has some new ideas.Second,it is innovation in research content.Today is the era of service economy,is the age of participation,in the process of care service supplied,the residents' participation behavior for nursing homes is a cooperative production behavior,at the same time,for themselves is a process of empowerment and energized,so introduce customer participation as a moderator variable,will lead the research on "quality—satisfaction" relationship towards further,which is also a innovation.Third,it is innovation in the research method.Previous studies by domestic scholars on the service quality or customer satisfaction of nursing homes are either completely quantitative analysis or purely qualitative description.In fact,combining quantitative analysis with qualitative analysis can better show the prospect of the relationship between service quality and customer satisfaction in the field of care service in nursing homes.Therefore,at the meantime of conducting an empirical analysis based on mathematical model,the qualitative analysis of the empirical research results is made based on the materials obtained from the field interviews,so that the research on the issues is both accurate and profound.