| Summary: | 碩士 === 中國科技大學 === 企業管理系碩士在職專班 === 105 === Aging population and low fertility have changed the population structure in Taiwan. The government has fully promoted the policy of long-term care for facing the aging society coming. At the same time, the quality of institutional care services under the policy of long-term is related to the release of family labor force to the workplace productivity. It is obviously significant impact on the long-term development in our country. In different types of care services, the Veterans elderly whom need the long-term care resources most are rapidly increasing. The quality of care services of Veteran elderly provided by the Veteran home are related to social harmony, economic development and overall national defense.
This study aims to explore the relationship among service innovation, normative evaluation, service quality, and customer satisfaction in the Veteran Home curing model in Taiwan. The collection of sample data was from the paper questionnaire. The research targets were Veterans who living in the north, middle and south of Veteran Home. Based on the statistical analysis of 532 effective questionnaires, the research results show as: 1. The service innovation has a positive and significant impact effect on Service quality. 2. The service innovation has a positive and significant impact on Normative evaluation. 3. The service innovation has a positive and significant impact effect on Customer satisfaction. 4. The quality of service has a positive and significant impact effect on Customer satisfaction. 5. The normative evaluation has a positive and significant impact on service quality. Other related results were screened by analysis: 1. The Veterans Home can provide pleasant considerate service. 2. The Veterans Home can display enthusiastic assistance and provide reliable and trustworthy service. 3. The Veterans living in Veterans Home are biased in the rational behavior mode.
According to the above results, the following suggestions are proposed: 1. Response to the external competition, the Veteran home should keep service innovation with the differentiation strategies to meet the needs of the individual. 2. To introduce connect the social useful resources, stabilize the emotions of the caregivers, and postpone the aging. Let the Veteran home can reduce the cost of care and improve the quality of service. 3. To establish a new mode of integrated service innovation with the resources sharing thinking, as a reference to the policy of long-term and the strategy of industry development competition.
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