Exploring user satisfaction with factors related to long-Term care service stations in remote areas of Taiwan using SERVQUAL

Yi Chan Lee, Li Fan Liu

Research output: Contribution to journalArticlepeer-review

Abstract

Objectives: To examine user satisfaction and factors influencing the function of long-Term care service stations in remote areas of Taiwan. Methods: In a PZB model. 6-10 users were recruited by convenience from each long-Term care service station to complete the SERVQUAL questionnaire. A total of 206 user questionnaires from 23 long-Term carc service stations were collected. Results: Sixty percent of the respondents had been to the service stations, and most users were female or with a mild disability. Nearly 60% of the servicc stations had been set up for fewer than three years, and a large caseload was managed by each care manager. From the respondents' perspective, the highest satisfaction was in the assurance domain, and the lowest in tangibles. The mean score was 4.37. More users perceived the function of service stations as providing direct servicc rather than functioning as integration platforms or health education facilities. There were significant differences in the accessible, reliable, and empathy domains and total scores for satisfaction at different levels of disability. Scores in the accessible domain and total scores for non-disabled users were significantly higher than those of those with a mild disability. There was also higher user satisfaction in the tangibles and empathy domains and total score if their health station (30.4%) provided services. Finally, regression analysis showed that there were positive significant effects on the respondents' satisfaction with clear recognition of the function of long-Term care service stations and the services they provided. Conclusions: This study suggested that in order to promote user satisfaction, it would be useful to deliver a clear message about service station features and the services they provided.

Original languageEnglish
Pages (from-to)148-164
Number of pages17
JournalTaiwan Journal of Public Health
Volume37
Issue number2
DOIs
Publication statusPublished - 2018 Apr

All Science Journal Classification (ASJC) codes

  • Public Health, Environmental and Occupational Health

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