| Summary: | 碩士 === 國立彰化師範大學 === 商業教育學系 === 93 === Abstract
This research using a conceptual model of service quality propounded by Parasuraman, Zeithaml & Berry (PZB) to analysis the differences between the expected service quality and the perception of perceived service quality from service staff (commissionaire) and the elderly. This research using questionnaire survey to 376 service staffs and 1,141 the elderly, total 1,517 persons, from 25 nursing and accommodation institutions. This research got 1,011 valued questionnaires (66.64%), 265 questionnaires from service staffs, 746 questionnaires from the elderly. Then, this study using descriptive statistical analysis, t-test analysis, one-way ANOVA, Person’s product-moment correlation coefficient to analysis those data by SPSS for windows software. According to the analysis, we got the conclusions and suggestions.
This study finds:
1. There are evident differences between ‘the expected service level of the elderly’ and ‘the expected service quality level of service staffs to the elderly’, as gap 1 is existed.
2. There are evident differences between‘the expected service quality level of service staffs to the elderly’and’the actually excised service quality level of service staffs to the elderly’,as gap 2 is existed.
3. There are evident differences between ‘the percevied service level of the elderly’ and ‘the actually excised service quality level of service staffs to the elderly’, as gap 3 is existed.
4. There are evident differences between ‘the expected service level of the elderly’ and ‘the percevied service level of the elderly’, as gap 5 is existed.
5. By Person’s product-moment correlation coefficient we know: the security , responsiveness, reliability , tangible of service quality and total service quality of service staffs and the elderly have high positive correlations.
6. There are evident differences between the expected and percevied service quality level of the service staffs and the elderly’ of public and private nursing and accommodation institutions. The service staffs and the elderly have higher satisfaction to the public nursing and accommodation institutions.
Finally, the finds from this research can make some suggestions for the
government and nursing and accommodation institutions to improve the service quality.
Keywords: social welfare institutions、elderly nursing and accommodation institutions、service quality.
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