摘 要
本研究旨在探討新北市小型老人福利養護機構住民之「服務需求」及「滿意度」之研究，並分析不同「個人背景變項」老人之「服務需求」及「滿意度」之相關性。
本研究採住民問卷調查與專家訪談，以新北市小型老人福利養護機構住民為母體，採立意抽樣後，進行以結構式問卷為主，開放式問卷為輔之調查，抽取100位住民；輔以邀請的16位專家訪談，蒐集二者間對服務需求與滿意間觀點，進行問卷議題調查結果，以驗證專家學者的規範性需求與比較性需求理論，及當事人個案(住民)之感覺性需求等理論間，二者之觀察與相互比較，其間是否有差異情形；所得資料以社會科學統計套裝軟體 SPSS 22.0 for Windows 進行資料處理， 以描述性統計、獨立樣本 t 檢定、單因子變異數分析、雪費事後比較與皮爾森積差相關進行統計分析。研究結果如下：
一、不同「背景變項」之新北市小型老人福利養護型機構住民，對其「服務需求」之間有顯著差異，獲得部分支持。
二、不同「背景變項」之新北市小型老人福利養護型機構住民，對其「滿意度」之間有顯著差異，獲得部分支持。
三、新北市小型老人福利養護型機構住民，對機構之「服務需求」與「滿意度」之間有顯著相關，獲得部分支持。
四、 相關專家與新北市小型老人福利養護型機構住民，對機構之「服務需求」與「滿意度」之間有顯著差異，獲得大部分支持。
關鍵字：老人、滿意度、服務需求、小型老人福利養護型機構
Abstract
This study is to explore the "service needs" and "satisfaction" of the small-scale elderly welfare conservation agencies residents in New Taipei City. 100 residents were selected to conduct a resident questionnaire survey. 16 experts were invited to interview and collect opinions on differences between service demand and satisfaction to verify the "normative and comparative of experts and scholars "theory of needs, as well as the theory of the" Felt "needs of residents , whether there is any discrepancy between them. Based on the raw data from the survey, the SPSS 22.0 for Windows software was used to process the data. Statistical analysis was carried out with descriptive statistics, independent sample t-test, one-way ANOVA analysis, Scheffe’comparison and Pearson’s product moment correlation . The results are as follows:
1. Residents of New Taipei City small-scale elderly welfare conservation agencies receive partial support for "service demand" due to the assumption that there are significant differences in "background variables".
2.Residents of New Taipei City small-scale elderly welfare conservation agencies receive partial support for "satisfaction" due to the assumption of significant differences in "background variables".
3.Residents of New Taipei City small-scale elderly welfare conservation agencies have partial support for the hypothesis that there is a significant correlation between the "demand" and "satisfaction" for service" of the conservation agencies.
4.Most of the experts and the residents of New Taipei City small-scale elderly welfare conservation agencies received support on the assumption that there was a significant difference between "service demand" and "satisfaction" of the conservation agencies.
Keywords:Elderly, Satisfaction, Service Needs, Small-scale Elderly Welfare Conservation Agencies
