Study on the Status Quo and Influencing Factors of Service Quality of Public Pension Agencies in Five Counties and Cities in Xinjiang Province

Abstract

Objective: This study understands the status quo of service quality of public pension institutions in Xinjiang, explore influencing factors and provide references for improving the service quality of public pension institutions. Methods: from August 2017 to May 1818, a combination of typical sampling and random cluster sampling was used in five counties of Shihezi, Aksu, Manas, Wensu and Ruoqiang in Xinjiang. A total of 274 elderly people in public pension institutions conducted face-to-face questionnaire surveys. Results: The total satisfaction score of service quality of public pension institutions in Xinjiang was 75.96±11.46, and the four dimensions from high to low were service environment, life care, spiritual entertainment, medical care. Ethnicity, type of old people, and occupation had a significant effect on the satisfaction of elderly services (P<0.05). The interview found that the elderly living in the home are satisfied with the internal environment of the old-age care institution. They paid more attention to the quality of the aged care service, especially medical services. Conclusion: The overall satisfaction rate of the elderly in the public pension institutions is better, but it needs to be strengthened in the medical care service. The nationality, the type and the occupation of the elderly live in the pension institution are the influencing factors of the service quality of the pension institutions. Therefore, the evaluation of service quality includes not only objective factors but also the individual differences of the elderly affect the satisfaction of service quality to a large extent. The pension institutions should consider the expectations and needs of service users when providing the aged care services, so as to improve the service quality of the aged care institutions. Keywords—public pension institutions; quality of service; influence factors