| With the increasing aging population in our country,Into the 21st century,China proposes to vigorously develop home care,The practice of government purchasing home care services has developed rapidly.The satisfaction of the elderly is the most direct reflection of the quality of home-based care services purchased by the government.This paper uses questionnaire survey,interview method and statistical analysis method,this paper makes an empirical study on the satisfaction degree and its influencing factors of home care service purchased by the government in Guangling District of Yangzhou city.Analyze the factors affecting satisfaction and put forward relevant counter measures and suggestions to improve satisfaction.Research on the definition of public service satisfaction,Public service satisfaction evaluation and factors influencing the satisfaction of government purchasing home care service.Taking The Guangling District of Yangzhou city as an example,this paper introduces the current situation and development process of home care services purchased by the local government.Reasonably select the main factors affecting satisfaction and construct the index system.Through the preliminary design of the questionnaire,the inappropriate expression in the questionnaire was corrected to form the final formal questionnaire.To investigate the satisfaction of home care services purchased by the government in Guangling District of Yangzhou.The elderly who enjoy this service were surveyed by questionnaire,522 valid questionnaires were distributed.The empirical results are analyzed and the conclusion is as follows.First,the overall satisfaction is high,the satisfaction of haircut and pedicure is the highest,followed by cleaning aid and recreational activities,and the satisfaction of emergency rescue is the lowest.In all dimensions of satisfaction,brand image satisfaction is the highest,customer complaint satisfaction is the lowest.Second,in the survey of satisfaction with government purchase of services,there are significant differences inthe elderly’s age,family care,marital status and living status between urban and rural areas.However,gender,education level,political status and other personality characteristics have no significant influence.Third,the correlation between other structural variables is basically consistent with CCSI model assumptions.Service quality has a significant positive impact on satisfaction,brand image has a positive impact on satisfaction,customer expectation and satisfaction have a negative impact,perceived value has no impact on satisfaction,customer loyalty has a positive impact on satisfaction,customer complaint has a negative impact on satisfaction.Based on the interpretation and analysis of the model and assumptions,a new orientation based on the satisfaction of the elderly was set up,and the matching degree of supply and demand of home care service was proposed to improve.Put forward "top-down" and "bottom-up" combined supply model..establish stratified and classified life cycle of home care services.We will improve professional home-based care services and further improve the regulatory system,enhance the brand image of service providers and boost the good social image of the government’s purchase of home care services. |
