智慧社区养老服务满意度影响因素研究:以济南市为例  

Research on the Influencing Factors of Satisfaction with Smart Community Elderly Care Services:Taking Jinan City as An Example

作　　者：张琳[1] 楚冰洁 李冰冰 于浩然 ZHANG Lin;CHU Bingjie;LI Bingbing;YU Haoran(School of Management Engineering,Shandong Jianzhu University,Jinan 250101,China)

机构地区：[1]山东建筑大学管理工程学院,山东济南250101

出　　处：《工程管理学报》2024年第6期58-64,共7页Journal of Engineering Management

基　　金：山东省自然科学基金面上项目(ZR2021MG050);山东省人文社科项目(24BGL061)。

摘　　要：为探究老年人智慧社区养老服务满意度影响因素,加强社区养老基础设施建设,基于顾客满意度模型(ACSI)和技术接受模型(TAM),构建结构方程理论模型。并以济南市享受智慧社区养老服务的332位老年人为研究对象,从服务期望、感知易用性、感知有用性、感知质量和感知价值5个方面进行实证分析。结果表明:服务期望、感知有用性、感知质量和感知价值对服务满意度有直接正向影响;服务期望、感知有用性、感知质量和感知易用性可间接正向影响服务满意度,感知易用性对服务满意度无直接影响作用。基于此对政府和智慧社区养老服务供应商提出相关的政策建议。This research aims to explore the influencing factors of smart community elderly care service satisfaction and strengthen the construction of community elderly care infrastructure.Based on the ACSI Model and the TAM Model,a structural equation model was constructed,and 332 elderly individuals in Jinan who has obtained smart community elderly care services were selected as research subjects.Empirical analysis was conducted from five aspects:service expectation,perceived ease of use,perceived usefulness,perceived quality,and perceived value.The research results indicate that service expectations,usefulness perception,quality perception,and value perception have a direct positive effect on service satisfaction;Service expectations,perceived usefulness,perceived quality,and perceived ease of use can indirectly and positively affect service satisfaction,while perceived ease of use can’t affect service satisfaction directly.Finally,relevant policy recommendations are provided to the government and smart community elderly care service providers.

关 键 词：智慧社区养老 满意度 顾客满意度模型 技术接受模型 

分 类 号：D669.3[政治法律—政治学]