The Study on the Satisfaction of Foreign Caregiver an Employer with Services from the Broker
金紹文、劉子歆
E-mail: 9701386@mail.dyu.edu.tw
ABSTRACT
The country is facing severe population aging just like other regions across the globe. Within only twenty-four(24) years, the population of elders is expected to grow from 7% in 1993 to 13.50% in 2017. In the coming twenty years, the 65-and-over population will be growing even faster and increase significantly the demand for long-term care services. However, a long-term caregiver has to do petty and low jobs as perceived by people that most people would not do, such as feeding the elders and diapering them, doing house chores and cleaning. As a result, the country is going to have a growing demand for foreign caregivers to come and work with us. However, what kind services do the employer and the caregiver need the most from the broker? How can the broker satisfy the customers’ requirements in order to take market share? The study uses qualitative research methods and collects data through in-depth interviews to examine the elements of satisfaction with services. Finally, the study attempted to provide recommendations that could be used by the broker, the employer and the foreign caregiver.
Keywords : employer ; foreign caregiver ; broker ; home health care services industry Table of Contents
內容目錄 中文摘要 ．．．．．．．．．．．．．．．．．．．．． iii 英文摘要 ．．．．．．．．．．．．．．．．
．．．．． iv 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． v 內容目錄 ．．．．．．．．．．．．．．．
．．．．．． vi 表目錄 ．．．．．．．．．．．．．．．．．．．．． viii 圖目錄 ．．．．．．．．．．．．．
．．．．．．．． ix 第一章 緒論．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．
．．．．．．．．． 1 第二節 研究目的．．．．．．．．．．．．．．． 6 第三節 研究流程．．．．．
．．．．．．．．．． 7 第二章 文獻探討．．．．．．．．．．．．．．．．． 9 第一節 服務品質．．．．
．．．．．．．．．．． 9 第二節 顧客滿意．．．．．．．．．．．．．．． 24 第三節 服務品質與顧 客滿意度之整合．．．．．． 40 第三節 理論架構．．．．．．．．．．．．．．． 43 第三章 研究方法．．
．．．．．．．．．．．．．．． 44 第一節 研究對象．．．．．．．．．．．．．．． 44 第二節 名詞 界定．．．．．．．．．．．．．．． 44 第三節 個案研究方法．．．．．．．．．．．．． 45 第四節 資料來源與彙整．．．．．．．．．．．． 46 第四節 資料分析方法．．．．．．．．．．．．． 47 第四章 個案分析．．．．．．．．．．．．．．．．． 48 第一節 社會及產業背景．．．．．．．．．．．． 48 第 二節 A養護中心之個案分析．．．．．．．．．．50 第三節 B養護中心之個案分析．．．．．．．．．．52 第四節 C養護中心之個案分析．．．．．．．．．．54 第五章 結論與建議．．．．．．．．．．．．．．．
． 56 第一節 結論．．．．．．．．．．．．．．．．． 56 第二節 建議．．．．．．．．．．．．．．
．．． 56 第三節 研究限制與未來研究建議．．．．．．．． 59 參考文獻 ．．．．．．．．．．．．．．．．
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