Evaluation Of Long Term Care Insurance Service Quality Based On SERVQUAL Model

In recent years,with the aging of China,the number of disabled elderly people has increased significantly.The care responsibility of disabled elderly people has already changed from the traditional care of children to the care of community and pension institutions.Under this background,long-term care insurance comes into being.In a series of important meetings,the country has emphasized the strategic position of long-term care insurance in our future.In 2017,China’s 13th Five-Year Plan clearly pointed out that it is an important task to explore the establishment of a long-term care insurance system suitable for our national conditions.In 2020,the Fifth Plenary session of the 19 th Central Committee clearly proposed that the future "14th Five-Year Plan" period should establish and improve the multi-level social security system,improve the existing pension system,and promote its all-round and multi-dimensional development.Long-term care insurance is still in its infancy,and most of the domestic benefits and payments are based on direct service provision.However,nursing services are currently faced with problems such as the soundness of equipment and system,the lack of professional skills of personnel,and the lack of emotional investment of personnel.Long-term care insurance agreement institutions also have problems that their image has been damaged due to the high complaint rate.Therefore,long-term care service quality has gradually become a hot topic of domestic experts and scholars.At present,the domestic research on the quality of long-term care service and how to improve the problem is not perfect,how to evaluate the quality of long-term care service scientifically,objectively and accurately is the key to improve the service level.In addition,the effect of long-term care is also affected by a number of services,verifying whether the service dimension significantly affects the nursing effect can be more targeted to improve the quality of long-term care services.Based on this background,this paper mainly completed the following work:(1)The development status of long-term care insurance and the operation of nursing services in Chengdu were analyzed,and then combined with relevant theories and SERVQUAL model,the long-term care service quality evaluation index system was preliminarily established on the basis of comprehensive research;(2)Design the questionnaire according to the constructed evaluation index system.After collecting the survey data,verify the preliminarily constructed index system.The index must pass the reliability and validity test of both the perception layer and the expectation layer in the SERVQUAL model.After verification,5indicators were deleted and 22 indicators were retained.These 22 indicators belong to 5 dimensions respectively.Weights are assigned to indicators under each dimension,so as to obtain the score values of each dimension.After ranking,the ranking of service quality in each dimension is 1)Responsiveness;2)Empathy;3)Guarantee;4)Reliability;5)Tangibility.(3)To explore the relationship between service quality and nursing effect,the regression method is Logistic regression.The conclusion is that tangibility,reliability,responsiveness,guarantee and empathy all have significant influence on nursing effect,and the scores of all evaluation dimensions in service quality evaluation are negative,and there are areas for improvement.In addition,age and chronic disease heterogeneity were found in the influence of empathy dimension on nursing effect.