面向用户满意的养老社区服务体系构建  

Study on Building Endowment Community Service System from the Perspective of Customer Satisfaction

作　　者：杨晓冬[1] 武永祥[1] 姚嘉玉 

机构地区：[1]哈尔滨工业大学管理学院,黑龙江哈尔滨150001

出　　处：《中国软科学》2016年第3期175-183,共9页China Soft Science

基　　金：国家自然科学基金(71473061);黑龙江省自然科学基金(G201407);黑龙江哲学和社会科学规划项目(13B013);黑龙江省博士后科研基金(LBH-Q13089)

摘　　要：人口老龄化和家庭结构的少子化,导致我国传统家庭和养老机构已经不足以单独承担社会养老责任,依托社区的养老方式逐渐成为解决养老难题的突破口。我国养老社区起步较晚,且发展不够成熟。本文从用户满意的视角对养老社区服务的供给情况和服务需求情况进行调查和分析,建立养老社区服务满意度模型,在借鉴先进经验和结合我国国情的基础上,针对满意度测量结果,从服务功能、服务环境、服务支持体系三方面构建了现代化、人性化、系统化的养老社区服务体系,为提升养老社区用户满意程度奠定理论基础,为养老社区服务体系的完善提供理论支持。The traditional family endowment and the institutional pension cannot take the full responsibility of social retirement along with the problems of population aging and declining birthrate. At the same time,the endowment model relying on community,though not mature enough,increasingly becomes a feasible way of pension. This study made a survey on the supply and demand condition of endowment community service from the perspective of custom satisfaction,and established the customer satisfaction model of endowment community service. We have constructed a modern and humanistic endowment community service system from the aspects of service function,service environment and service support system,based on the literature review and the results of satisfaction measurement. The result provides a foundation of improving the custom satisfaction of endowment community and a theoretical support for the advance of the service system.

关 键 词：养老社区 服务体系 满意度模型 

分 类 号：F293.30[经济管理—国民经济]