| Summary: | 碩士 === 國立高雄大學 === 高階經營管理碩士在職專班(EMBA) === 104 === To response to the increasing aging society, Taiwan government are actively developing and implementing the policies of senior citizens' welfare. In Kinmen County, the young population gradually exodus out for business, which reveals a problem that their parents need entrusting care.Consequently,the concepts that parents live in a long-term care place are gradually accepted in Kinmen County.Importantly, service quality has been long a critical issue that influences the operation performance of long-term care organizations. The research thesis is motived to conduct a qualitative study that studies the service quality for a long-tern care center in Kinmen County, denoted by B center.Based on 11 subjects who are interviewed, the research obtain the main findings that: (1) For the tangible dimension,the center facilities and operational quality are the main issues that need to be improved, such as taking bath, fliping body and slapping back slightly, up and down the wheelchair, physical rehabilitation, feeding, and dressing, etc. (2) For the reliability,family members suggest that service persons should be working with love, patience, and conscience, which are more important than technical skills. (3) For the responsiveness, behaviors with warm and enthusiastic, proactive care, and service value are the main issues that persons in frontdest administers and nursing station staff need to improve. (4) For the assurance, there are spaces for family member forum and mutual communication channels to improve. (5) For the empathy, helping purchasing goods for the aging persons is a good side; however services in daily life still need to be improved. Implicatins and suggestios are also addressed.
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