長期照護機構服務品質與住民滿意度和再使用意願之研究

A Study of Service Quality on the Long-term care Institution Residents’ Satisfaction and Reused Intention

隨著高齡化時代的來臨，台灣高齡人口急遽增加，老年人口身心機能出現問題者相對遽增，致使長期照護機構的供給與需求以及其重要性亦愈趨增加；然而面對快速成長的長期照護機構，如何確保其照顧專業及服務品質是家屬、照護機構管理者及社會大眾重視的議題。因此本研究針對台灣中、南部地區長期照護機構之住民發放問卷，探討長期照護機構服務品質、住民滿意度與再使用意願之關係。經由分析結果顯示，長期照護機構人員的關懷性對住民的認知價值與滿意度具有顯著的影響，長期照護機構服務品質（可靠性與關懷性）與住民的認知價值會對滿意度產生顯著的影響；此外，長期照護機構住民的認知價值與滿意度對再使用意願會有顯著的影響。

This study explores the influence of service quality of the long-term care institution on residents’ perceived value, satisfaction and reused intention. This research used questionnaire to survey residents in the middle and southern Taiwan who are residents in the long-term care institution. The survey data were analyzed using factor analysis and structural equation modeling. The results showed that the empathy of the long-term care institution has significant positive influence on the residents’ perceived value and satisfaction. Meanwhile, the residents’ perceived value, empathy and reliability of the long-term care institution have positive effect on the residents’ satisfaction. Moreover, the residents’ perceived value and satisfaction has significant effect on their reused intention.