机构智能养老服务满意度影响因素研究——基于包头市的经验证据
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摘要
文章整合技术接受模型与顾客满意度模型,将感知有用性、易用性及感知质量、感知价值等因素纳入分析框架,利用包头市调查数据研究了机构智能养老服务的满意度及其影响因素。研究结果表明,精神慰藉类智能养老服务的缺乏导致老年人满意度评价较低;感知价值对满意度有正向影响,价格低预期和支付能力不足降低了感知价值;感知质量对满意度有正向影响,组织资源和技术人才缺失制约了感知质量;感知有用性和感知易用性对满意度没有直接影响,但可以通过感知质量和感知价值的间接效应、完全中介效应等影响满意度;月平均收入对感知价值、满意度有显著影响,健康状况对感知质量、满意度有显著影响,文化程度对感知易用性有显著影响。文章提出提高产品性价比和老年人支付能力、加快智能养老组织资源标准化和技术人才建设、拓展精神慰藉和健康管理等智能养老功能、简化智能养老产品的操作方法、依据老年人个体特征开发差异化的产品等建议。
This paper integrates technology acceptance model and customer satisfaction model to build an analytical framework including perceived usefulness, perceived usability, perceived quality and perceived value. Using survey data from Baotou city, it estimates the satisfaction of intelligent care service in the institutions and analyzes its influencing factors. The results show that the lack of spiritual consolation of intelligent care service leads to relatively low satisfaction. Perceived value has a positive effect on satisfaction, which decreases in response to the elder's low price expectation and affordability. Perceived quality has a positive effect on satisfaction, which is restricted by the lack of organization resources and technology talent. Perceived usefulness and perceived usability have no direct effect on satisfaction, but they can affect satisfaction indirectly through perceived quality and perceived value. Monthly average income has a significant impact on perceived value and satisfaction, health status has a significant impact on perceived quality and satisfaction, and educational attainment has a significant impact on perceived usability. This paper suggests that it is vital to improve the cost performance of the intelligent products and the elder's affordability, develop the related standards and technology, increase the product functions including spiritual consolation and health management, simplify the product instructions,and meet differentiated needs of the elderly.
This paper integrates technology acceptance model and customer satisfaction model to build an analytical framework including perceived usefulness, perceived usability, perceived quality and perceived value. Using survey data from Baotou city, it estimates the satisfaction of intelligent care service in the institutions and analyzes its influencing factors. The results show that the lack of spiritual consolation of intelligent care service leads to relatively low satisfaction. Perceived value has a positive effect on satisfaction, which decreases in response to the elder's low price expectation and affordability. Perceived quality has a positive effect on satisfaction, which is restricted by the lack of organization resources and technology talent. Perceived usefulness and perceived usability have no direct effect on satisfaction, but they can affect satisfaction indirectly through perceived quality and perceived value. Monthly average income has a significant impact on perceived value and satisfaction, health status has a significant impact on perceived quality and satisfaction, and educational attainment has a significant impact on perceived usability. This paper suggests that it is vital to improve the cost performance of the intelligent products and the elder's affordability, develop the related standards and technology, increase the product functions including spiritual consolation and health management, simplify the product instructions,and meet differentiated needs of the elderly.
引文
1.李敏等(2017):《居家老年人使用养老科技的影响因素分析---基于北京、南京、咸阳三市的调查》,《人口与发展》,第3期。
2.毛羽、李冬玲(2015):《基于UTAUT模型的智慧养老用户使用行为影响因素研究---以武汉市“一键通”为例》,《电子政务》,第11期。
3.蒲新微(2018):《失能老人智能化养老何以可能:一个系统性施行框架的阐释》,《兰州学刊》,第10期。
4.睢党臣、彭庆超(2017):《我国城市“互联网+社区居家养老”服务模式的构建基础分析》,《社会保障研究》,第3期。
5.田杰(2015):《推行科技养老的可行性分析与政策建议》,《自然辩证法研究》,第2期。
6.席恒等(2014):《智慧养老:以信息化技术创新养老服务》,《老龄科学研究》,第7期。
7.于潇、孙悦(2017):《“互联网+养老”:新时期养老服务模式创新发展研究》,《人口学刊》,第1期。
8.翟振武(2015):《“新一代”老年人呼唤养老政策设计新思路》,《探索与争鸣》,第12期。
9.朱海龙(2016):《智慧养老:中国老年照护模式的革新与思考》,《湖南师范大学社会科学学报》,第3期。
10.Chae,Y.M.,Lee,J.H.,Ho,S.H.,et al.(2001),Patient Satisfaction with Telemedicine in Home Health Services for the Elderly.International Journal of Medical Informatics.61(2-3):167-173.
11.Chen,K.,Chan,A.H.S.(2014),Gerontechnology Acceptance by Elderly Hong Kong Chinese:A Senior Technology Acceptance Model(STAM).Ergonomics.57(5):635-652.
12.Eastman,J.K.,Iyer,R.(2004),The Elderly’s Uses and Attitudes Towards the Internet.Journal of Consumer Marketing.21(3):208-220.
13.Godfrey,M.,Johnson,O.(2009),Digital Circles of Support:Meeting the Information Needs of Older People.Computers in Human Behavior.25(3):633-642.
14.Mc Farland,D.J.,Hamilton,D.(2006),Adding Contextual Specificity to the Technology Acceptance Model.Computers in Human Behavior.22(3):427-447.
15.Steele,R.,Lo,A.,Secombe,C.,et al.(2009),Elderly Persons’Perception and Acceptance of Using Wireless Sensor Networks to Assist Healthcare.International Journal of Medical Informatics.78(12):788-801.
16.K?rtner,T.,Schmid,A.,Batko-klein,D.,et al.(2014),Meeting Requirements of Older Users?Robot Prototype Trials in A Home-like Environment.In Stephanidis,C.,Antona,M.(eds).Universal Access in Human-Computer Interaction:Aging and Assistive Environments.Springer,Cham.
17.Venkatesh,V.,Morris,M.G.,Davis,G.B.,et al.(2003),User Acceptance of Information Technology:Toward AUnified View.MIS Quarterly.27(3):425-478.
18.Wei,C.,Li,L.(2017),The Difficulties and Countermeasures of the Construction of Intelligent Community Under the Background of Aging.Revista de la Facultad de Ingeniería.32(12):703-709.
(1)模型临界值主要参考吴明隆在《结构方程模型---AMOS的操作与应用》一书的阐释。
2.毛羽、李冬玲(2015):《基于UTAUT模型的智慧养老用户使用行为影响因素研究---以武汉市“一键通”为例》,《电子政务》,第11期。
3.蒲新微(2018):《失能老人智能化养老何以可能:一个系统性施行框架的阐释》,《兰州学刊》,第10期。
4.睢党臣、彭庆超(2017):《我国城市“互联网+社区居家养老”服务模式的构建基础分析》,《社会保障研究》,第3期。
5.田杰(2015):《推行科技养老的可行性分析与政策建议》,《自然辩证法研究》,第2期。
6.席恒等(2014):《智慧养老:以信息化技术创新养老服务》,《老龄科学研究》,第7期。
7.于潇、孙悦(2017):《“互联网+养老”:新时期养老服务模式创新发展研究》,《人口学刊》,第1期。
8.翟振武(2015):《“新一代”老年人呼唤养老政策设计新思路》,《探索与争鸣》,第12期。
9.朱海龙(2016):《智慧养老:中国老年照护模式的革新与思考》,《湖南师范大学社会科学学报》,第3期。
10.Chae,Y.M.,Lee,J.H.,Ho,S.H.,et al.(2001),Patient Satisfaction with Telemedicine in Home Health Services for the Elderly.International Journal of Medical Informatics.61(2-3):167-173.
11.Chen,K.,Chan,A.H.S.(2014),Gerontechnology Acceptance by Elderly Hong Kong Chinese:A Senior Technology Acceptance Model(STAM).Ergonomics.57(5):635-652.
12.Eastman,J.K.,Iyer,R.(2004),The Elderly’s Uses and Attitudes Towards the Internet.Journal of Consumer Marketing.21(3):208-220.
13.Godfrey,M.,Johnson,O.(2009),Digital Circles of Support:Meeting the Information Needs of Older People.Computers in Human Behavior.25(3):633-642.
14.Mc Farland,D.J.,Hamilton,D.(2006),Adding Contextual Specificity to the Technology Acceptance Model.Computers in Human Behavior.22(3):427-447.
15.Steele,R.,Lo,A.,Secombe,C.,et al.(2009),Elderly Persons’Perception and Acceptance of Using Wireless Sensor Networks to Assist Healthcare.International Journal of Medical Informatics.78(12):788-801.
16.K?rtner,T.,Schmid,A.,Batko-klein,D.,et al.(2014),Meeting Requirements of Older Users?Robot Prototype Trials in A Home-like Environment.In Stephanidis,C.,Antona,M.(eds).Universal Access in Human-Computer Interaction:Aging and Assistive Environments.Springer,Cham.
17.Venkatesh,V.,Morris,M.G.,Davis,G.B.,et al.(2003),User Acceptance of Information Technology:Toward AUnified View.MIS Quarterly.27(3):425-478.
18.Wei,C.,Li,L.(2017),The Difficulties and Countermeasures of the Construction of Intelligent Community Under the Background of Aging.Revista de la Facultad de Ingeniería.32(12):703-709.
(1)模型临界值主要参考吴明隆在《结构方程模型---AMOS的操作与应用》一书的阐释。