安養機構老人對服務品質的感受及其生活適應之研究

Abstract

本研究目的為探討影響安養機構老人生活適應相關因素，特別是機構的服務品質與老人生活適應之關係。樣本來源採立意抽樣，選取臺北市立浩然敬老院及臺北市政府社會局老人自費安養中心兩家機構，符合收案標準計有236位老人為研究對象。研究工具則為自編問卷，內容包括老人基本屬性、服務品質與生活適應量表。所收集的資料以SPSS/PC 12.0套裝軟體進行次數分配、平均值、標準差、t檢定、單因子變異數分析、皮爾森積差相關以及多元迴歸分析以檢驗各變項間之關聯性及預測力，，本研究結果顯示： 在老人基本屬性中，對老人生活適應有顯著差異或相關因子包括健康狀況、婚姻狀況、子女數、退休前主要工作、教育程度以及目前居住安排情形等6個變項；對老人在服務品質感受方面有顯著差異或影響因子包括健康狀況、婚姻狀況、子女數、主要經濟來源、目前的居住安排情形及住到安養機構主要是由誰決定等6個變項；其餘性別、年齡、宗教信仰、進住這裡多久及進住這裡前的居住情形等5個變項則未造成老人在生活適應或服務品質感受之顯著差異或影響。 不同機構的老人對於服務品質的感受有顯著差異；生活適應方面，僅在「心理適應」層面有顯著差異。 服務品質之有形性及可靠性兩個構面與整體生活適應及生理、心理、社會適應三個層面具有顯著相關；服務品質之反應性及保證性兩個構面與整體生活適應及社會適應層面具有顯著相關；而服務品質之關懷性與整體生活適應及其各層面則無顯著相關。 健康狀況與可靠性合併對於老人的生活適應有百分之10解釋力；健康狀況與教育程度合併解釋老人的生理適應百分之20.8變異量；健康狀況、教育程度與有形性合併解釋老人的生理適應百分之22.1變異量；有形性對於老人的心理適應有百分之5.1解釋力；子女數與有形性合併對於老人的社會適應關有百分之4.8解釋力；子女數、有形性及反應性合併對老人的社會適應有百分之6.8的解釋力。 本研究結果，期幫助機構了解老人對機構服務品質感受情形、老人在機構的生活適應狀況以及服務品質與生活適應兩者間之相關性，作為機構規劃老人生活空間、推展服務措施之參據；機構有良好的服務品質，進而提昇老人生活適應程度，老人在機構中得以安享天年。A Study on the Perceptions of Service Quality and Life Adaptation among Elders who Live in Residential Care Facilities Abstract The purpose of this study was to explore the impact of relevant factors, particularly on institutional service quality and life adaptation among elders who Live in Residential Care Facilities. A self-developing questionnaire, including the scales of personal attributes, service quality and life adaptation, used to collect data. The sample consisted of 236 elders people from the Taipei Municipal Haoran Senior Citizens Home and Senior Citizens Home Deparment of Social Welfare Taipei City Government. The survey data was analyzed by SPSS / PC 12.0 software, including descriptive statistics, t-test, one-way ANOVA, Pearson correlation and stepwise regression. Research findings: The life adaptation among elders differed significantly by 6 personal attributes, such as health conditions, marital status, number of children, major work before retirement, education degrees and current living arrangements. The feelings of elderly services quality among elders differed significantly by 6 personal attributes, such as health conditions, marital status, the number of children, major incomes, current living arrangements and who decide to join the Residential Care Facilities. The other 5 personal attributes, such as gender, age, religion, duration of living in Residential Care Facilities and the condition of living before living in Residential Care Facilities didn’t impact and/or differed significantly from the life adaptation and feelings of elderly services quality among elders. The feelings of elderly services quality among elders differed significantly between Residential Care Facilities, however, life adaptation, only the dimension of “psychological adaptation” differed significantly between Residential Care Facilities. The dimensions of physical and reliability of service quality correlated significantly with the dimensions of physiological, psychological, social adaptations and the overall of life adaptation. The variance explained of life adaptation among elders was 10% by the integration of health condition and reliability of service quality; the variance explained of physiological adaptation among elders was 20.8% by the integration of health condition and education degrees; the variance explained of physiological adaptation among elders was 22.1% by the integration of health condition, education degrees and physical of service quality; the variance explained of psychological adaptation among elders was 5.1% by the physical of service quality; the variance explained of social adaptation among elders was 4.8% by the integration of number of children and physical of service quality; the variance explained of social adaptation among elders was 6.8% by the integration of number of children ,physical and reliability of service quality. Hopefully, the results of this study could help Residential Care Facilities knowledge the feelings of elderly service quality among elders, the life adaptations status among elders and the correlation between service quality and life adaptation among elders. The results of this study could be the reference to planning elderly living space, extended service plans, and to improve the feelings of the service quality, life satisfaction and to enjoy the latter part of their life. Key Word：Life Adaptation,、Service Quality、Elders