建構高齡者服務體驗量表

The Scale Development for Elderly Service Experience

台灣人口老化快速，目前65 歲以上的老人已超過250 萬人，政府現正積極推廣「在地老化」政策，以家庭為基礎並整合醫療和社區的服務資源。本研究主要運用體驗行銷觀點，將感官（Sense） 、情感（Feel） 、思考（Think） 、行動（Act） 與關聯（Relate） 五種體驗作為探討照顧服務的基礎，以高雄市翠華社區- 銀髮家園為例，透過深度訪談瞭解長輩在社區生活與各種照顧情境所感受的服務體驗內涵。再進一步將深度訪談後之結果，針對接受過社區支援中心服務的108 位長輩進行問卷調查，最後經由驗證性因素分析修正題項為11 題，結果發現高齡服務體驗量表具有良好的模式適配度，且量表有良好的收斂效度與區別效度。本研究所發展的高齡服務體驗量表，可以作為未來瞭解社區在地老化的評量工具，藉此提升高齡者在地生活與照顧的品質。

Taiwan's population is aging very fast, the elderly over 65 years old has more than 2.5 million people. The Government is actively promoting 'aging in place' policy, home-based and integrating the resources of medical and community services. This study discussed care service by experiential marketing view including the Sense, Feel, Think, Act and Relate and took the Kaohsiung Cueihua Community - Elderly Homeland as the example. Firstly, we used in-depth interviews to understand the service experience in a variety of care situations for the community elderly. According to the results from the in-depth interviews, we collected 108 valid objectives from Cueihua Community, and finally corrected the questionnaire to 11 items by confirmatory factor analysis. The results showed that the goodness-of-fit indices of measurement model are significant and the scale has good convergent validity and discriminant validity. The elderly service experience scale can be as an assessment tool to understand the “aging in place” situation of community and enhance the quality of care service.