基于评价模型的受服务对象视角下时间银行互助养老模式优化

Optimization of the Time Bank Mutual Assistance Elderly Care System from the Perspective of Service Recipients Based on Evaluation Models

摘要: 本研究选择时间银行这一新兴的互助养老模式作为研究对象，从受服务对象视角出发，基于对南京市互助时间这一符合时间银行运行模式的互助养老体系进行的实地问卷调研，深入了解其发展脉络，以期精准提出优化路径，助力养老事业繁荣。本研究共回收受服务对象有效问卷253份，信效度良好。利用SERVQUAL模型评估现状服务质量，得到南京市互助时间服务质量水平总体较高，但有形性方面尚未满足期待；利用IPA-Kano模型将时间银行的各服务要素进行分类，指出基础要素建设较为完善，但如“志愿者是否具有专业设备”、“老人健康医疗护理服务需求满足程度”这类关键性绩效型要素仍需进一步改善。基于以上研究结论提炼建议：加大力度完善硬件建设、激发志愿者付出意义感、提升医疗护理服务热情、继续探索时间保障机制。

Abstract: This study takes the emerging mutual assistance elderly care system, known as the Time Bank, as the research object, from the perspective of service recipients, based on a field survey conducted within the Mutual Assistance Time system in Nanjing, a mutual pension system that conforms to the operation model of the Time Bank, to gain an in-depth understanding of its development trajectory to accurately propose optimization paths and contribute to the prosperity of elderly care services. A total of 253 valid questionnaires from service recipients were collected, demonstrating good reliability and validity. Using the SERVQUAL model to evaluate the current service quality, it was found that the overall service quality level of the Mutual Assistance Time in Nanjing is relatively high, but the tangibility aspect does not yet meet expectations. The IPA-Kano model was used to classify various service elements of the Time Bank, revealing that while the foundational elements are well-established, key performance factors such as “Whether volunteers have professional equipment” and “The degree to which elderly health and medical care needs are met” should be the focus of future improvements. Based on these findings, the study suggests the following: intensifying efforts to improve hardware infrastructure, inspiring volunteers with a sense of purpose, enhancing enthusiasm for medical care services, and continuing to explore time guarantee mechanisms.