嘉義縣居家服務滿意度之研究

南華大學機構典藏系統 > 管理學院 > 企業管理學系(管理科學碩/博士班,非營利事業管理碩士班) > 博碩士論文-非營利事業管理碩士班 > Item 987654321/19814

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題名:	嘉義縣居家服務滿意度之研究
其他題名:	User satisfactory of Home Care Services:the Case of Chia-Yi County
作者:	吳佳樺 Wu, Chia-hua
貢獻者:	非營利事業管理研究所呂朝賢 Chao-hsien Leu
關鍵詞:	照顧服務員;滿意度;居家服務 home-care workers;satisfaction;home care service
日期:	2009
上傳時間:	2015-03-20 17:02:43 (UTC+8)
摘要:	本研究主要對於嘉義縣居家服務滿意度之探討，研究問題為：1.探討居家服務使用者人口特質、需求因素、居家服務使用狀況及服務品質構面對居家服務滿意度之影響? 2.探討居家服務是否滿足使用者需求?3.探討居家服務使用者未來繼續使用之意願?　　　研究方法：本研究採問卷調查法蒐集資料，研究對象為凡經嘉義縣政府評鑑後，認定可以接受居家服務者。96年度嘉義縣接受居家服務使用者共有781位，抽出550位。以描述性統計、因素分析、信度分析、t檢定、單因子變異數分析、相關分析與多元迴歸分析等統計方法，分析問卷所得資料，探討嘉義縣居家服務滿意度。　　　主要結果如下：1.女性使用者約有六成；65歲以上的使用者有八成；障礙類別則以「肢體障礙」者有最多；婚姻狀況中，「喪偶」比例最高，其中又以女性喪偶者較男性多；主要收入來源為「政府補助或津貼」者最多，即Ryder認為資源移轉中的社會移轉；而「價格」是影響購買決定因素中最重要的角色，亦是影響未來繼續使用居家服務意願之重要因素。　2.差異比較分析中，除了人口特徵與居家服務滿意度無顯著外，需求因素、使用狀況與服務品質構面皆有部分顯著差異。而相關分析中，需求因素、使用狀況及服務品質構面皆與居家服務滿意度有相關。多元迴歸分析中，失能程度、使用項目會影響到是否滿足需求；而ADL、IADL、使用項目則會影響到未來繼續使用之意願。　3.有九成使用者對於居家服務表示感到滿意；將近八成的使用者認為居家服務能夠滿足其需求；而有九成五的使用者表示未來願意繼續使用居家服務。　　This research is mainly discussed the home care service satisfaction in Chia-Yi county. Research questions are: 1.Discussing the influence to the satisfaction of the home care service from the population characteristics of the home care service users, demand factors, using situation of home care service and the aspects of service quality? 2.Does the home care service satisfy the demand of users ? 3. Probing into the continued using will of users of the home care service in the future.　　　Research methods: the tool used to collect data in this research study is questionnaire .The study population was accredited by Chia-Yi County government, and asserted to accept the home care service. There are 781 users accepted the home care service in 2007 by Chia-Yi county. We selects 550 users to analyze. The statistical methods involve Descriptive statistic, Factor analysis , Reliability analysis, T-test, One-way ANOVA, Correlation analysis, and Multiple regression analysis, to analyze the data and to discuss the home care service satisfaction in Chia-Yi county.　　　The main results are as follows: 1.Women users occupy nearly 60%; The users whose age is over 65 occupy 80%. There are the disabled classifications most with the ＂physical disabilities＂; Among the marital status the ＂widowed＂ occupy the highest proportion of women among the widowed than men; The users whose main source of income is ＂Government subsidies or subsidy＂ occupy the highest proportion, namely the social transfer which Ryder thought in the resources of the transfer; And＂price＂ is the most important role in the decision factor, is also the important factor that influence the will of home care service in the future.　2. In variance comparison, except the population characteristic and the home care service satisfaction is not significant, the demand factors, the using situation and aspect of service quality have significant differences partly. In the correlation analysis, the demand factors, the using situation and aspect of service quality have significant correlation with the home care service satisfaction. In multiple regression analysis, whether disability level and use items can influence the demands satisfaction or not. ADL, IADL, use items can influence to continued using will in the future.　3.90% of the users express satisfied to the home care service. 80% of users think that the home care service can satisfied his demand nearly. 95% of the users express that would like to continue using the home care service in the future.
顯示於類別:	[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-非營利事業管理碩士班

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