Evaluation And Influencing Factors Of Service Quality In Elderly Care Institutions Based On Sense-based Service ——A Case Study Of Yantai City

At present,the elderly population in Yantai has a large base,rapid growth,aging,and large scale of disabled and semi-disabled elderly people,which make them face great difficulties in the service work of pension institutions.At the same time,problems such as low occupancy rate,imbalance between supply and demand,low satisfaction and difficult monitoring of service quality have not yet been solved,the supply and demand of the pension market does not match,and there are deviations in the evaluation standards of service quality of pension institutions in various regions.In this context,starting from the perception of the elderly subject,this paper will focus on the structural indicators of service quality to the consideration of the service process,and explore the dynamic adjustment mechanism of service quality,which provides a new focus on how to evaluate and solve the service quality problems in elderly care institutions.Based on the theory of customer perception of service quality,this paper takes full account of the current development status of pension institutions in Yantai,adopts qualitative interview method,Delphi expert consultation method,and refers to relevant literature,national and regional policy documents to obtain service quality evaluation indicators.Combined with SERVQUAL model,the service evaluation index system of elderly care institutions was constructed,including five first-level evaluation indexes of life care,employee requirements,cultural entertainment,spiritual consolation and medical care,and 25 second-level evaluation indexes.Select zhifu,laishan district,fushan district,yantai development zone within the scope of the main endowment institutions,through the old man in the form of a questionnaire to check in,get pension agency service quality evaluation data,using the analytic hierarchy process（ahp）and fuzzy comprehensive evaluation method,to determine index weight at all levels,get five dimensions of overall fuzzy evaluation index value.At the same time,in order to study the factors that may affect the evaluation results of pension service quality,this paper takes the satisfaction degree of service quality of the elderly residents as the dependent variable,and 11 indicators of the elderly individual characteristics,economic level and institutional conditions as independent variables.The final results are calculated by multiple regression analysis through SPSS26.The evaluation of service quality of pension institutions in Yantai city was between"general" and "satisfactory",and the elderly residents were generally satisfied with the service of pension institutions.Life care,employees require two dimensions of service quality evaluation results exceeded the comprehensive score,to stay in the old man endowment structure basic services including health clean,ensure timely repast,personalized diet can meet the demand of the elderly,and to meet the demand of old man personalized professional nursing service,etc.There is still a large room to improve.Therefore,it is necessary to improve subsidy policies and strengthen supervision from the government to train medical staff.Pension institutions provide one-stop comprehensive pension services and improve the management system;The elderly should set up the correct concept of pension,do a good job of pension planning,improve the service quality of pension institutions in an all-round and multi-angle.