隨著高齡化時代的來臨，使得長期照護機構服務品質、滿意度與住民再使用意願相關議題之重要性不斷提昇。本文從宏觀的角度，探究長期照護機構服務品質、認知價值、滿意度及忠誠度之間的關聯性。透過系統動態學建構長期照護機構發展模式，並利用統計方法因素分析與路徑分析做實證研究，提供政府、學術及業界未來規劃長期照護管理制度及政策擬定之參考依據。
本研究以台灣中、南部地區長期照護機構為研究對象，研究方法有二：第一、透過系統動態學探討長期照護機構發展因素之因果關係環路，並建構其質性模式。第二、利用因素分析、路徑分析釐清長期照護機構服務品質、住民滿意度與忠誠度因果關係之實證研究。研究結果可知影響長期照護機構關鍵環路包括八個重要環路，分別為：第一、機構獲利與硬體設施維護成本因果環路。第二、機構住宅品質因果環路。第三、機構獲利與人事及訓練成本因果環路。第四、行政及醫護人員技能因果環路。第五、情感性社會支持因果環路。第六、工具性社會支持因果環路。第七、情感性與工具性社會支持交互影響因果環路。第八、住民滿意度及機構口碑因果環路，各個環路之間環環相扣，互為因果。而因素分析及路徑分析結果顯示：服務品質影響認知價值及滿意度；認知價值影響滿意度及忠誠度；滿意度影響忠誠度皆有顯著關聯。本研究主要的貢獻為，台灣地區第一個結合系統動態學與路徑分析方法論應用於探究長期照護機構發展之議題。
Along with aging era is coming, several important issues arises on long-term care institution. The research explores the relationship of service quality, satisfaction and loyalty on long-term care institution on a broad view. The results of this research could provide an important reference for government, academic and institution to set up the policy for long term care facility.
This research focuses on the resident of the long-term care institution in central and south Taiwan. The study using system dynamics to study long-term care institution. The statistic method included factor analysis, path analysis to reveal the service quality, satisfaction, and loyalty for long-term care institution. The influence of long-term care institution include eight rules, institution earn profits effect hardware facility cost; institution housing quality; institution earn profits effect human affairs and training cost; administration and medical care personnel cost; emotionality social support; sociality social support; emotionality social support and sociality social support interaction; resident satisfaction and institution oral traditions. Each rule linked each other together with cause and effect relationship. Also, factor analysis and path analysis results shows service quality influence perceived value and satisfaction; perceived value influence satisfaction and loyalty; satisfaction has positive effect on loyalty. The study is first one using system dynamics and path analysis to study long-term care institution.
