An IPA Evaluation on the relationships between the perceived importance of services and the satisfaction in services and their relationships with long-term care residents’ loyalty：A Case Study of a nursing home in central Taiwan

• Main Authors: LIN,SHIH-CHANG, 林世昌
• Other Authors: LU,LONG-QUAN
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/u95hdm

碩士 === 國立中正大學 === 企業管理學系碩士在職專班 === 105 === Abstract A nursing home provides people who suffer chronic diseases or physical and mental retardation, and are unable to take care of themselves for quite some time, with a variety of satisfying medical and non-medical services. Therefore, a scientific measure should be made periodically to assess the service quality of a nursing home. This research was based on PZB’s service quality as a theoretical fundation, and divided the service quality into three sectors – structure, process and outcome so as to assess a nursing home on its services and staff members’ service quality. This research recorded how a resident or his/her family members satisfied and placed a high value on the service quality. Besides, this research also probed the correlation between service satisfaction and loyalty to a resident. This research analyzed the differences of a resident’s attention degree, satisfying degree and loyalty degree based on his/her personal nature, and “physical and mental” status. The outcomes of the analysis showed that the residents of different economic backgrounds had significant different attentions on institution’s service quality. The residents who paid the bill by their own savings or by their relatives or friends, placed a higher value on service quality. Different MMSE residents had significant difference on the satisfaction degree of institution’s service quality. The residents who had serious cognitive dysfunction were much dissatisfied with institution’s service quality. There was a slight positive correlation between satisfaction degree and loyalty degree. The research method adopted here provides other nursing homes with reference material if they want improve their services in the future. Keywords: long-term care institution, nursing home, service quality, loyalty degree