To optimize the community senior canteen service system and enhance the service satisfaction of the elderly, the work aims to explore the demands of elderly users in the community senior canteen service from the perspectives of age, gender, region, and chronic disease status, with a focus on demonstrating the hierarchical differences in user demands across various age groups and chronic disease conditions, and accordingly propose targeted service system design recommendations. A field investigation was conducted to 22 community senior canteens in five cities, including Beijing, Shanghai, and Guangzhou. Through in-depth interviews with 39 users and industry experts, the service demands were collected. The KJ method was used to construct a list of service demands for community senior canteens. With the Kano model, the Better-Worse quadrant method, and sensitivity coefficient analysis, 197 valid questionnaires were analyzed to categorize user demands and quantitatively prioritize the demands. Across all user groups, the meal quality and the demand for respect were considered the most critical factors influencing satisfaction. However, there is a differential prioritization of service needs among elderly user groups of different age brackets and those with varying numbers of chronic diseases. The research has identified the demand attributes and quantitative priority ranking for different user groups in community senior canteens, which holds significant importance for the construction of a high-quality, personalized community senior canteen service system.
Key words
Kano model /
community senior canteen service /
demand research
{{custom_sec.title}}
{{custom_sec.title}}
{{custom_sec.content}}
References
[1] 王振兴, 陈元. 广州市推行“长者饭堂”的成效、问题及对策研究[J]. 广州广播电视大学学报, 2020, 20(2): 75-80.
WANG Z X, CHEN Y.Research on the Effectiveness, Problems and Countermeasures of Promoting the Elderly Canteen in Guangzhou[J]. Journal of Guangzhou Open University, 2020, 20(2): 75-80.
[2] 何玉婷. 嵌入式养老模式下的助餐服务产品设计研究[D]. 武汉: 湖北工业大学, 2021.
HE Y T.Research on the Design of Food Assistance Service Product under Embedded Elderly Care Model[D]. Wuhan: Hubei University of Technology, 2021.
[3] 朱艳萍. 广州市社区居家养老“大配餐”服务研究[D]. 南昌: 江西师范大学, 2019.
ZHU Y P.A Study on Home-based Care for the Aged in Guangzhou Community Large Catering Service[D]. Nanchang: Jiangxi Normal University, 2019.
[4] 王思琦, 张寒凝. 基于Kano模型的新老年人餐饮服务系统需求权重研究[J]. 包装工程, 2021, 42(6): 178-183.
WANG S Q, ZHANG H N.Research on Demand Weight of New-elderly Catering Service System Based on Kano Model[J]. Packaging Engineering, 2021, 42(6): 178-183.
[5] 张昊岩, 李明伟. 基于Kano模型的养老社区餐饮服务需求识别与分析——以江苏省苏州太湖·旭辉彩园养老社区为例[J]. 老龄科学研究, 2023, 11(2): 50-60.
ZHANG H Y, LI M W.Analysis of Catering Service Demand in CCRC Based on the Kano Model: Taking the Catering Service of CIFI Rainbowland in Taihu of Suzhou as an Example[J]. Scientific Research on Aging, 2023, 11(2): 50-60.
[6] 李璐璐. 上海市静安区社区老年人助餐服务质量研究[D].上海: 华东师范大学, 2013.
LI L L.Jing'An District of Shanghai Community Elderly Meal-assisted Service Quality Research[D]. Shanghai: East China Normal University, 2013.
[7] 秦丹. 北京市养老餐桌服务使用状况实证分析[D]. 北京: 首都经济贸易大学, 2015.
QIN D.An Empirical Analysis of the Use of Elderly Meal Services in Beijing[D]. BeijingL Capital University of Economics and Business, 2015.
[8] 杨媚, 廖嫦雯, 邓秀蝶, 等. 南宁市老年人食物营养认知及养老助餐服务需求分析[J]. 现代食品, 2022, 28(3): 225-228.
YANG M, LIAO C W, DENG X D, et al.Analysis on Food Nutrition Cognition and the Demand for Meal Assistance Services of Elderly People in Nanning City[J]. Modern Food, 2022, 28(3): 225-228.
[9] 刘颂. 居家养老助餐服务现状及满意度调查——以江苏省镇江市为例[J]. 老龄科学研究, 2019, 7(9): 44-59.
LIU S.The Status Quo and Degree of Satisfaction of Home-based Catering Service for the Aged: Take Zhenjiang (Jiangsu Province) as an Example[J]. Scientific Research on Aging, 2019, 7(9): 44-59.
[10] HONG W S, YOO H K.Restaurant Selection and Marketing Strategy for Elderly Customers-focusing on Foodservice Managers and Employees[J]. Foodserv Manag, 2008, 11(1): 165-177.
[11] OH E, PARK H.A Study on Food Service Environments for the Elderly in Community - Focused on Community Senior Lunch Service[J]. British Journal of Experimental Pathology, 2014, 20(1): 57-66.
[12] SEO S.Perception of foodservice quality attributes of older adults: compared by lifestyle and dining frequency in continuing care retirement communities[J]. Korean Journal of Community Nutrition, 2006, 11(2): 261-270.
[13] OTHMAN M, GANESAN L, HARON S A, el at. Where to Eat: Exploring Silver Consumer Restaurant Dining Choice in Malaysia[J]. Prantika J Soc Sci Humanity, 2020, 28(4): 3297-317.
[14] THOMAS L, GHISELLI R, ALMANZA B.Congregate Meal Sites Participants: Can They Manage Their Diets?[J]. International Journal of Hospitality Management, 2011, 30(1):31-37
[15] TSAI W C, CHEN X.Understanding the Key Factors of Older Adults' Continuance Intention in Congregate Meal Halls[J]. Foods, 2021, 10(11): 2638.
[16] ROSSO E, CHEN J, CHAMPION S, et al.Outcomes of a Trial of an Age-friendly Dining Initiative: Dining Co[J]. Health Promotion Journal of Australia, 2023, 34(2): 379-389.
[17] 宋端树, 许艳秋, 辜俊丽, 等. 基于Kano模型的自理老人淋浴空间需求权重研究[J]. 包装工程, 2018, 39(10): 122-127.
SONG D S, XU Y Q, GU J L, et al.Demand Weights of Shower Space for the Self-Care Elderly Based on Kano Model[J]. Packaging Engineering, 2018, 39(10): 122-127.
[18] 李芳宇, 张瑞佛. 基于Kano模型的共享单车用户的需求重要性研究[J]. 包装工程, 2018, 39(8): 156-160.
LI F Y, ZHANG R F.Significance Degree of Customer Demands of Sharing Bike Based on Kano Model[J]. Packaging Engineering, 2018, 39(8): 156-160.
[19] KANO N.Attractive Quality and Must-be Quality[J]. The Journal of Japanese Society for Quality Control, 1984, 41(2): 39-48.
[20] BERGER C, BLAUTH R, BOGER D.Kano's Methods for Understanding Customer-defined Quality[J]. Center For Quality of Management Journal, 1993, 2(4): 3-35.
[21] XU Q, JIAO R J, YANG X, et al.An Analytical Kano Model for Customer Need Analysis[J]. Design Studies, 2009, 30(1): 87-110.
PDF(18738 KB)
渝公网安备 50010702501717号