[[alternative]]The Impact of Long-Term Care Service Quality on Customer Satisfaction and Customer Loyalty--A Case Study of An Elderly Care Center in Chiayi County

[[abstract]] 台灣近年已正式步入老年化社會。根據行政院經濟建設委員會的推估，至2025 年時高齡人口占總人口的比例更將高達 20%。由於台灣社會高齡化速度將不斷加快進行，而平均餘命的繼續成長，成為老人不僅機會很高，作為老人的時間也不斷拉長，當然老人需要照顧的時間也會增加，若忽視老人的照顧需求，高齡者將會面臨生活品質下降的威脅，「長期照顧」的需求也就會愈來愈受到重視。 目前國內長期照護的需求亦與日俱增，機構式照顧場所亦快速增加，照顧機構的同業競爭愈見明顯，故如何提供符合消費者需求以增加消費者的滿意度的服務，進而增加需求者的忠誠度為照護機構業者值得探究的議題。故本研究針對嘉義縣地區的某財團法人長期照顧機構，探討影響消費者滿意度之影響因素分析及忠誠度，以提供照護相關機構的參考依據。本研究的目的為探討「服務品質」對「滿意度」及「顧客忠誠度」的影響。並以嘉義縣某老人養護中心住民及家屬為研究對象，採用便利抽樣法的方式進行問卷調查，共發出200份，回收有效問卷163份，有效問卷回收率81.5%。運用SPSS統計分析軟體，以描述性統計、信度及相關分析、回歸分析等進行資料分析。 本研究所得結論如下：服務品質對顧客滿意度具有顯著的正向關係，顧客滿意度對忠誠度具有顯著的正向關係及服務品質對顧客忠誠度具有顯著的正向關係，換言之意即長期照顧機構經營管理者愈重視服務品質，愈能提升住民及家屬對長期照顧機構的滿意度及顧客的忠誠度。[[abstract]] Taiwan has officially entered an aging society in recent years. According the Executive Yuan's Council for Economic Planning and Development, by 2025, the proportion of senior citizens in the total population will up to 20%. Because the pace of aging population is growing rapidly in Taiwan, the average of life span will continue to increase. It will not only be a high chance for the elderly to become elderly, but will also increase the time for the elderly. Certainly, the elderly will need more time to be taken care of, so if we neglect the importance of elderly care, they will face the threat of deteriorating quality of life. This is the reason why the demand of long-term care will get more and more attention. Currently, the demand of domestic long-term care is increasing with each passing day, the institutional care places are also rapidly increasing, and the competition in the industry is becoming more and more obvious. Therefore, how to provide services that meet the needs of consumers to increase consumer satisfaction, and then increase the loyalty of demanders is a worth topic to discussion. So, this study is aimed at one of long-term care institution in the Chiayi County to discusses the factors that influence consumer satisfaction and analyzes its loyalty, so as to provide a reference for related institutions. The purpose of this study is to explore the impact of ＂service quality＂ on ＂satisfaction＂ and ＂customer loyalty.＂ And taking the residents and relatives of an elderly care center in Chiayi County as the research object, a questionnaire survey was conducted using the convenience sampling method. The total of 200 copies were issued, 163 valid questionnaires were returned, and the effective questionnaire recovery rate was 81.5%. We using SPSS statistical analysis software, and data analysis was conducted using descriptive statistics, reliability and related analysis, regression analysis, and the like. The conclusions of this study are as follows: Service quality has a significant positive relationship with customer satisfaction. Customer satisfaction has a significant positive relationship with loyalty and service quality has a significant positive relationship with customer loyalty. In other words, the long-term care institutions' managers are more concerned about the quality of service, and the more they can improve the satisfaction of family members and the loyalty of customers