关键词: 城乡居民, 长期照护服务质量, SERVPERF, 模糊综合评价法

Abstract: Meeting the needs of multiple care services for disabled elderly and improving the quality of care services are the currently urgent issues to be resolved. By revising the customer perception service quality model, this paper constructs an evaluation index system of the quality of long-term care services for urban and rural residents. By employing the method of combing the multi-stage stratified cluster sampling and simple random sampling, it obtains a total of 301 pieces of data of disabled elderly from the four pilot cities of Shanghai, Qingdao, Changchun and Nantong, and then it uses the fuzzy comprehensive evaluation method to evaluate the quality of the long-term care services for urban and rural residents. The results show that on the whole the quality of long-term care services for urban and rural residents has been recognized to a certain extent, but there is still much room for improvement, especially in the dimensions of tangibility and effectiveness. The quality of long-term care service for urban and rural residents in urban areas is significantly higher than that in rural areas. Based on the empirical results, this article puts forward some countermeasures and suggestions, such as paying attention to the spiritual world of the elderly, making professionally customized and personalized service scheme, promoting the intelligent long-term care service facilities, improving the supervision mechanism for long-term care service, and vigorously promoting the equalization of long-term care service in urban and rural areas, etc..

Key words: urban and rural residents, the quality of long-term care services, SERVPERF, fuzzy comprehensive evaluation method