Abstract
The present study integrates the importance–satisfaction (I-S) model and service quality performance matrix (SQPM) to examine long-term care (LTC) service demands and satisfaction improvement. Many scholars have used a single model to explore project improvement. Each model has advantages, but we think they are too subjective and suggest that it is best to integrate models to determine what should be improved. We established quality attributes of service demands based on more than two sessions of discussions and expert consultations with LTC service users (older adults). The final questionnaire was divided into three parts: a demand survey, satisfaction survey, and demographics survey, and 292 valid questionnaires were collected. The questionnaire items were summarized with means and standard deviations. In this study, if only the I-S model was used to examine LTC in Taiwan, then seven service elements of the system would need to be improved. However, if only the SQPM method was used, then 16 service elements would need to be improved. Only seven service elements were identified by both methods. When time and resources are limited, it is not feasible to take comprehensiveness into account. When many projects must be improved and it is impossible to implement them at the same time, improvement priorities need to be developed. Taiwan lacks sufficient LTC resources, so it is impossible to provide enough resources for all those who need care. To use resources efficiently, the I-S model and SQPM were integrated in this study to identify areas for improvement.
Highlights
An aging population and changes in population structure directly impact social systems, such as the labor market, retirement planning, and the medical care system, and can lead to an economic crisis, such as a recession or government bankruptcy [1]
The present study found no analyses on combining the I-S model and the performance evaluation matrix (PEM) method for Long-term care (LTC) service demands in the relevant literature
The samples for this research were people older than 55 years who lived in a long-term institution or attended a senior citizens’ learning camp
Summary
An aging population and changes in population structure directly impact social systems, such as the labor market, retirement planning, and the medical care system, and can lead to an economic crisis, such as a recession or government bankruptcy [1]. Population factors have become closely watched important issues in developed countries [2]. Taiwan’s population of older adults exceeded 7%. Long-term care (LTC) involves a variety of services designed to meet people’s health or personal care needs during a short or long period of time. These services help people live as independently and safely as possible when they can no longer perform everyday activities on their own [6]. LTC is a very important issue for everyone in an aging society [5].
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