| 摘要: | 本研究採取便利抽樣，運用IPA方法探討基隆地區日照中心服務使用者及家屬對日照中心服務品質的重要度與滿意度，於2023年1月20日至3月20日止，透過問卷調查法，共回收222份有效問卷，問卷資料回收後，運用SPSS Windows Version 20.0軟體，透過信效度分析、敘述性統計分析、獨立樣本t檢定、單因子變異數分析、成對樣本t檢定及重要度-績效分析法（IPA）進行統計分析。研究結果顯示不同性別的人口統計變項對服務重要度，於關懷性、服務結構面具顯著差異；年齡部份發現85歲以上重要度高於各年齡層；教育程度在有形性、保證性具顯著差異；身體狀況對服務評價最高為非常不健康需要他人大部份照顧的受訪者；服務收費對可靠性、保證性、關懷性及服務過程面達顯著差異性。不同性別對服務滿意度，於有形性、可靠性、反應性及保證性和關懷性皆具顯著差異；在年齡部份於保證性、關懷性具顯著差異；教育程度和身體狀況對於有形性、可靠性、反應性、服務結構面、結果面具顯著差異；服務收費對可靠性、保證性、關懷性及服務過程面皆達顯著差異性；根據IPA結果分析，座落優先改善區項目分別為日照員工穿著、禮儀、無障礙空間、硬體設備，提供合適課程及點心和是否滿意社工人員等。
This study adopted convenience sampling and utilized the Importance-Performance Analysis (IPA) method to investigate the importance and satisfaction of service quality in day care centers in the Keelung area. The survey was conducted from January 20 to March 20, 2023, using a questionnaire survey method. A total of 222 valid questionnaires were collected. After the questionnaire data collection, the SPSS Windows Version 20.0 software was used for statistical analysis, including reliability and validity analysis, descriptive statistics , independent samples t-test, one-way analysis of variance (ANOVA), paired samples t-test, and Importance-Performance Analysis (IPA).The results of the study showed significant differences in the importance of service quality based on different demographic variables. In terms of empathy and service structure, there were significant differences based on gender. Regarding age, those aged 85 and above had higher importance ratings compared to other age groups. Education level showed significant differences in tangibles and assurance. Participants who rated their health as very unhealthy and requiring significant care from others had the highest service evaluation. Service charges showed significant differences in reliability, assurance, empathy, and service process.Significant differences were found in service satisfaction based on gender, with significant differences in tangibles, reliability, responsiveness, assurance, and empathy. Regarding age, significant differences were found in assurance and empathy. Education level and physical condition showed significant differences in tangibles, reliability, responsiveness, service structure, and outcome. Service charges showed significant differences in reliability, assurance, empathy, and service process. According to the IPA analysis, the priority improvement areas identified were the attire and etiquette of day care staff, accessible spaces, hardware equipment, providing appropriate courses and snacks, and satisfaction with social workers. |
