| Summary: | 碩士 === 元智大學 === 管理碩士在職專班 === 94 === In order to cope with the transitions of social structure and the increasing necessity of long term disabled elder care, Department of Health has modified acts to allow the increasing of Taiwanese nursing homes by a large extent during recent years. Encounter with double trials from the number explosion of nursing homes as well as related system, through service quality advancement in order to lead to sustainable business operation is the major issue that each nursing home must face with.
Therefore this research has three purposes: 1. Investigate the performance of nursing home service quality. 2. Investigate the relationship between the nursing home service quality and user satisfaction. 3. Understand the relationship between customer satisfaction and behavior intentions.
According to the above mentioned research motive, for the purposes of advancing nursing home service quality, understanding the breaches of nursing home service quality, and recognizing the real impression of residents. To identify the specific and immediate direction of improvement, this would advance the service quality to residents. The research questionnaire applied the service quality impression model provided by P, Z and B with some adjustments. Questionnaires were distributed to one nursing home located in northern Taiwan, as a means to recognize the reliability and understand the real breaches of nursing home service quality.
Study results show that service quality breaches of the nursing institute, with respect to the difference between actual experience and anticipated experience, tangibility and reliability are the parts which need to be enhanced most, as to the personal attributes of residents there is no significant influence on the overall satisfaction.
Finally, this research provides concrete suggestions on business operation according to study conclusions; hope to advance nursing home service quality, through service quality advancement in order to lead to sustainable business operation.
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