[[alternative]]The Study on service quality and satisfaction levels for Family of Long-term Care Facility resident in Taipei

[[abstract]] 人口老化是當今世界各先進國家共同面臨的社會變遷經驗，我國老人人口則預估在24年間（1993年～2017年），將從7％爬升至13.50％，政府為因應這不可避免的趨勢，推動了長期照護機構式、社區式、等多項長期照護服務方案，機構型照護雖非主流，但是仍有存在的必要。本研究以長期照護機構住民之家屬為對象，旨在探討入住台北縣市照護機構住民之家屬，對服務品質的滿意度，採問卷調查法為主，部份訪談為輔，立意取樣，進行問卷調查，以SPSS 12.0統計分析，所得的研究結果，希望能給予業界客觀的參考與建議。共計抽樣14家照護機構，發放正式問卷400份。研究結果發現：1、平均照護費用25000元／月與20000元／月的住民家屬在┌可靠性┘層面上的滿意度有差異存在，25000元／月滿意度高於20000元／月。2、不同評鑑等級之機構住民家屬，在滿意度所有層面上與┌整體滿意度┘上皆有差異存在。評鑑優等與甲等照護機構之住民家屬滿意度，皆高於乙等照護機構。3、住民家屬滿意度最高為照護機構的┌反應性┘。4、住民家屬在┌可靠性┘與┌整體滿意度┘層面上，別墅型與電梯大樓型的照護機構，滿意度皆高於公寓型照護機構；住民家屬在┌關懷性┘層面上，電梯大樓照護機構滿意度著高於公寓型照護機構；而住民家屬在┌有形性┘層面上，別墅型照護機構的滿意度高於電梯大樓照護機構，且電梯大樓型照護機構的滿意度高於公寓型照護機構的住民家屬。 根據研究結果，分別提出給住民及住民家屬、政府機關，及照護機構經營者、、、等相關性建議。[[abstract]] Aging population is an issue commonly seen in developed countries. Taiwan expects its senior population to rise from 7% to 13.5% in 24 years (from year 1993 to 2017）. Facing this inevitable social trend, the government started to promote long term social caring programs. Although these programs are not among the main streams, their existences are still vital. This research targets the residents reside in the long term social caring centers of Taipei city and county, aiming to understand the satisfactory level of the services provided by these centers. Questionnaire was the main mean of research; the study was also supported with interviews to provide in-depth analysis. With information gathered from 14 caring centers and 400 questionnaires. The research aimed to provide unbiased results and recommendations for the industry. The followings are the findings of this research:1. There were differences in the category of ＂reliability＂ for the family members of those who paid NTD 25,000 for their caring fees. 2. The ranking differences of the caring centers reflected a variance in the category of ＂overall satisfaction＂ in the research, as well as other associated categories. Caring centers of A+ and A rankings received a higher satisfaction than B ranking centers. 3. ＂Responsiveness＂ received the highest satisfaction according to the family members of the patients. 4. ＂Reliability＂ and ＂Overall satisfaction＂ were significantly higher for those stay in condominium and villa type of caring centers, as oppose to those stay in apartment type of caring centers. In the ＂Caring＂ category, condominium type caring centers received a higher satisfaction level than apartment type. As for ＂Appearance＂ category, villa type of caring centers was well received by the patients, followed by condominium type then apartment type