Research On The Quality Evaluation System Of Community Service For The Aged In Shanghai

Faced with the increasing population aging of our country,the socialized elderly support system is gradually replacing the traditional family pension and community pension became the mainstream pension for the majority of the elderly.Shanghai is one of the earliest and the most serious cities to step into population aging.One of the effective ways to solve this problem is the high-quality socialized elderly support service.In recent years,it put forward new demands and challenges to its service quality for the rapid development of community elderly care service and the rising demand for elderly service.It is an inevitable trend to construct a community service quality evaluation system to promote its scientific management and to improve the quality of community elderly service.Based on the perspective of customer perceived service,this paper aims to explore the evaluation indicators of community elderly service quality,so as to improve the community pension service system,so as to make the pension resources supply to meet the elderly pension needs.Based on the theory of new public service theory,perception service quality theory and customer orientation theory,this paper analyzes the evaluation system of community elderly service quality from four dimensions.Firstly,analyzed the conception of the evaluation of community elderly service quality,the reasons and the necessity of constructing the evaluation system.Secondly,based on the characteristics of the community elderly service,the questionnaire and related model is designed according to the SERVQUAL model.Thirdly,using the fuzzy analytic hierarchy process to determine the weight of evaluation indicators.Finally,this research selected the main city center and suburbs of Shanghai,based on 18 neighborhood streets around the 500 sample survey to understand the current community care services and quality of service status,through SPSS statistical software analysis of the quality of community service factors and perceived differences in quality service.We found that education,economic resources,income,living conditions,health status of these five factors on community care services overall satisfaction.The attitude of the service staff is the primary criterion for evaluating the quality service and the most needed pension service for the elderly is still in favor of the basic life care service.In view of this,this paper puts forward some policy suggestions to provide community elderly service quality from three levels: macroscopic,meso-micro and micro level,in order to help to realize the multi-level elderly service system based on home,community and institution,in the vertical to improve the life quality of the elderly,to meet the basic demands such as residence,cares,medical service,studies,work and entertainment of the elderly.It is meaningful to construct the system no matter in theory or in practice.