論文摘要
近年來，社會福利的發展已趨向引進企業管理的經營觀念，強調福利服務與成本效益的關聯與效率的要求。然而對於長期照護需求的與日遽增，反觀長期照護體系卻已面臨重重的困境，面對競爭對手、壓力日益增多及照護品質要求提高的情況下，已嚴重影響長期照護機構的經營，也迫使長期照護機構經營者不得不重視跨組織合作的可行性。
老人長期照護機構與各類型醫事機構進行策略聯盟的意願日益高漲。未來醫療照護產業中，管理者將面臨組織之間挑戰與競爭高難度課題，透過策略聯盟型態來彼此串聯、分享有限資源，將是不得不然。管理者必需瞭解到組織內外部微妙變化，採取最適當資源策略並且管理與控制，將是相當重要課題。
期盼藉由本研究的發現，能對目前的使用者，既主要照顧者在長期照護服務之利用有更深入的瞭解，並對服務之滿意度進行評價，同時探究其影響服務品質因素，期使長期照護資源能更有效的被利用，進而提升長期照護機構服務品質。
在實証研究方面，本研究以萬安與萬泰兩家長期照護機構，進行策略聯盟對服務品質影響之比對，以84份問卷調查資料分析，採獨立檢定、迴歸分析為實証分析方法。
研究結果發現，策略聯盟對服務品質有影響，對顧客滿意度亦有影響，萬安養護中心有實行策略聯盟，其服務品質與顧客滿意度較高。本研究最後依據研究結論，提出經營面的具體建議，希望可以提供給政府單位作為未來施政參考及長期照護機構經營者另一經營思考方向。

THESIS ABSTRACT

For the past few years, the development of social welfare has a tendency of leading the managing concept of business administration, which emphasizes the connection between service and cost, and the requirement of efficiency. However, in spite of the increasing demand of long-term care, the nursing system has come across many difficulties. The competition from the related occupations, the increasing pressure, and the higher demand of nursing quality have seriously affected the maintenance of nursing organization, which also have obliged the manager of nursing organization to consider the possibility of cooperation of the same line.

The intention of Strategic Alliance between the aged long-term care organization and some medical organizations has been promoted. In the near future, the manager of medical and long-term care enterprises will be up against the challenges and competitions from these organizations. And they are forced to unite and share their resources by Strategic Alliance. The manager must realize the changes inside and outside of their organizations. And it is the most important to adopt the prompt policy, management and control of their resources.

Through this research, I hope there will be better understanding for the main managers on their long-term care services and evaluation of satisfaction. Also, I wish to study the elements that influence the quality of service. Therefore, the resources of long-term care might be efficiently used, and the quality will be improved as well.

In experimental research, I make use of contrast of Strategic Alliance which influences the quality of service by analysis of 84 questionnaires investigation reports from Won-An and Won-Tai Nursing Centers. The experiments are independent and circuitous. .

The result of this study indicates that Strategic-Alliance makes influence on either service quality or customers’ satisfaction. Customers gave Won-An Nursing Center a higher appreciation because which practice Strategic-Alliance. At the end, this study offers concrete suggestions for management. Hopefully this will provide the government authorities a consultation of policy as well as a new direction of the long-term care organizations.

目 錄
誌謝……………………………………………………………………..Ⅰ
中文摘要………………………………………………………………..Ⅱ
英文摘要………………………………………………………………..Ⅲ
目錄……………………………………………………………………..Ⅳ
表目錄…………………………………………………………………..Ⅵ
圖目錄…………………………………………………………………..Ⅶ

第一章 緒論
第一節 研究緣起與動機………………………………………….. 1
第二節 研究目的………………………………………………….. 3
第三節 研究流程………………………………………………….. 5
第二章 文獻探討
第一節 服務品質………………………………………………….. 7
第二節 顧客滿意度………………………………………………. 24
第三節 策略聯盟…………………………………………………. 31
第三章 研究方法
第一節 實證研究架構……………………………………………. 42
第二節 研究假設…………………………………………………. 43
第三節 研究變數之衡量…………………………………………. 46
第四節 實證分析方法之設計……………………………………. 47
第五節 問卷設計與回收…………………………………………. 48
第六節 信度與效度………………………………………………. 51
第四章 實証分析
第一節 長期照護機構……..………………………….………….. 52
第二節 萬安與萬泰個案簡介……………………………………. 56
第三節 樣本統計敘述……..………………………….………….. 59
第四節 策略聯盟與服務品質之關係分析………………………. 64
第五節 服務品質對顧客滿意度分析……..……………………... 68
第六節 策略聯盟對顧客滿意度之分析………………………..... 73
第五章 結論與建議
第一節 研究結論………………………………………………… 74
第二節 研究建議………………………………………………… 77
第三節 研究限制………………………………………………… 79
參考文獻……………………………………………………………… 80
附錄一 問卷………………………………………………………… 92
附錄二 老人福利法………………………………………………… 96
附錄三 老人長期照護機構設立標準及許可辦法問……………….102

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