服務品質滿意度與再使用意願之研究-以基隆市某長期照護機構養護中心為例

Please use this identifier to cite or link to this item: https://dyhuir.dyhu.edu.tw/ir/handle/987654321/1516

Title:	服務品質滿意度與再使用意願之研究-以基隆市某長期照護機構養護中心為例
Other Titles:	The study on service quality satisfaction and willingness to reuse—A case study of a long-term care institution nursing center in Keelung City
Authors:	鍾沁陵
Contributors:	陳盈璋
Keywords:	長期照顧機構;服務品質滿意度;再使用意願;Long-term care institutions;service quality satisfaction;willingness to reuse
Date:	2025
Issue Date:	2025-09-02T08:32:12Z
Publisher:	德育學校財團法人德育護理健康學院;健康產業管理研究所
Abstract:	這項研究旨在探討長期照護機構住民家屬對服務品質之滿意度，並分析服務品質滿意度與再使用意願之關係，增強住民家屬的滿意度，並促進住民家屬再次選擇使用這些服務。本研究以該機構於111年至113年間累計收集150份年度服務品質滿意度問卷（每年50份紙本問卷），並訪談6位家屬以驗證研究結果。透過採用PZB提出的服務品質概念性模式中的五要素（反應性、保證性、關懷性、有形性、可靠性）之修訂測量問卷及以Ha&Jang再使用意願之量表修訂測量問卷。問卷回收後使用SPSS 20.0統計應用軟體進行資料分析。研究結果顯示住民家屬普遍對服務品質持正面態度，但不同背景的家屬滿意度有所差異，尤其年齡層與教育程度的影響值得關注。此外，男性家屬的再使用意願較高，也顯示某些族群可能更傾向於接受機構的照護服務。住民家屬在服務品質滿意度對再使用意願有顯著正向影響（p<0.05）。這樣的結果可以引導政府和機構在提升服務品質時，進一步考量不同族群的需求，制定更個人化的服務方案，提升滿意度並促進長期使用率。這份研究結果提供了一個重要的視角，讓政府和長期照護機構在規劃營運策略時有更具體的參考依據。 This study aims to explore the satisfaction of family members of residents in long-term care institutions regarding service quality, and to analyze the relationship between service quality satisfaction and the intention to reuse services. The goal is to enhance family satisfaction and encourage continued use of these services. The research collected a total of 150 annual service quality satisfaction questionnaires (50 paper-based questionnaires per year) from 2022 to 2024, and conducted interviews with six family members to validate the findings. A revised version of the measurement questionnaire based on the five dimensions of the PZB service quality conceptual model (responsiveness, assurance, empathy, tangibles, and reliability) was used, along with a modified reuse intention scale by Ha & Jang. The data was analyzed using SPSS 20.0 statistical software. The findings indicate that family members generally hold a positive attitude toward service quality. However, satisfaction levels vary depending on background, particularly age and education level, which deserve further attention. Additionally, male family members reported a higher intention to reuse services, suggesting that certain demographic groups may be more inclined to accept institutional care. There is a significant positive correlation between satisfaction with service quality and the intention to reuse services (p<0.05). These results can guide both government and care institutions in developing more personalized services that address the specific needs of different groups, thereby improving satisfaction and promoting long-term usage. This study offers an important perspective for policy makers and long-term care institutions to reference in their strategic planning.
Appears in Collections:	[thesis] 113 thesis

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