本研究在探討長期照護機構住民或家屬滿意度和影響因素，以機構住民或家屬為研究對象，採普查方式及自行設計之結構式問卷為研究工具。蒐集資料以統計軟體SPSS 22版作為分析工具，進行問卷信效度分析、描述性分析、平均數差異分析、變異數差異分析及滿意度分析比較。 研究結果顯示：(1)描述性分析顯示，在各構面服務滿意度皆相當高，其中最高為結果面(4.09)，其次為結構面(4.06)及過程面(4.03)；(2)不同背景之機構使用者對滿意度之平均數差異分析，性別、年齡、教育程度、婚姻狀況檢定結果未達統計上顯著差異(P值>0.05)；(3)不同背景之機構使用者對滿意度之變異數差異分析，入住動機、首次入住時ADL量表得分及目前ADL量表得分檢定結果未達統計上顯著差異(P值>0.05)，問卷填寫者及入住時間檢定結果有顯著差異(P值<0.05)。 本研究結果，可了解長期照護機構之照護品質現況與使用者滿意度間之關係，藉機找出影響住民或家屬對機構服務之滿意度、滿意之服務內容，進而協助機構提升服務品質及改善方向之參考，使居住於護理之家住民所得到的照顧更能符合住民需求。 The study aims to discuss care satisfaction and its influencing factors of residents or their family members in a specific long-term care facility. The data were collected from a survey of structured questionnaire for residents or their family members in a public hospital nursing home. The data were analyzed by applying statistical software SPSS version 22 as analytical tool to do questionnaire reliability and validity analysis, descriptive analysis, average difference analysis, variance analysis and comparison of satisfaction. Major findings are as follows: (1) Descriptive analyses show that average service satisfactory rates on all aspects are quite high,the highest being outcome aspect(4.09),followed by structure aspect (4.06) and process aspect (4.03) ; (2) Average difference analyses show that the effects of different user backgrounds such as gender, age, education level and marital status are insignificant statistically (p values> 0.05); (3) Variance analyses show that the effects of different stay motivation, first check-in and current ADL scale scores are insignificant statistically (p values> 0.05), while people who fill out the questionnaire and stay duration have significant differences statistically (p <0.05). Based on above findings several proposals to promote the quality of care and improve satisfaction of residents are derived.
