隨著老年人口數逐漸攀升，長期照護的需求在各國之間也逐漸被重視，面臨人口急速老化情況下，老人問題亦成為台灣現今最大的社會問題之一。然而，在社經環境的變遷下，傳統家庭過去所能提供的照護功能式微，轉而必須尋求外部資源協助，因此照護需求逐漸由個人問題擴展至社會問題。本研究以SERQUAL量表為基礎，參酌相關文獻發展出5個構面19個測量變項的「機構式照護服務品質滿意度量表」，藉同時考量機構住民（服務接受者）與照服員（服務提供者）對服務品質滿意度的認知進行研究。共發出350份問卷，有效回收問卷110份，回收比例31%。結果顯示，機構住民之照護服務重視程度與實際知覺差異具顯著性，照服員則不具顯著差異。另照服員與機構住民之服務品質認知差異分析方面，其結果顯示亦不具顯著差異。

As the elderly population rising, long-term care needs among countries is being taken seriously. In the case of rapid population aging, the issue for the elderly has become one of Taiwan's biggest social problems. However, by the changing in socio-economic environment, the care functions of traditional family had been declined and the family must seek external resources to assist, so care needs gradually expanded from personal problems to social problems. This study based on SERVQUAL scale, consider relevant literature to develop the "quality of institutional care satisfaction scale" involving five dimensions for 19 variables. Research objects contain residents (service recipient) and nursing aides (service Provider). Trying to realize the awareness satisfaction of service quality. A total of 350 questionnaires, 110 valid questionnaires were recovered, the recovery ratio of 31%. The results showed that the degree of attention of care services between the actual perceptions of care services by institution resident were significant differences but by nursing aides were no significant difference. And according to the analysis of the actual perceptions of care service between institution resident and nursing aides were no significant difference.

第一章 緒論 3
第一節 研究背景與動機 3
第二節 研究範圍與對象 7
第三節 研究目的 7
第二章 文獻探討 8
第一節、服務品質 8
第二節、長期照護服務 13
第三節、高雄仁愛之家 20
第四節、重要績效分析法 26
第三章 研究方法 28
第一節 研究架構 28
第二節 長期照護服務品質滿意度衡量模式 29
第三節 長期照護服務品質滿意度之操作行定義 29
第四節 長期照護服務品質滿意度之研究假說 31
第五節 資料收集 31
第四章 資料分析與研究結果 32
第一節 樣本人口統計變項分析 32
第二節 因素分析 36
第三節 照服員與機構住民之照護服務品質滿意度知覺差異分析 38
第四節 照服員與機構住民之照護服務品質滿意度實際知覺差異分析 52
第五章 結論與建議 54
第一節 研究結論 54
第二節 研究建議 56
參考文獻 57

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