EXPLORING USERS' SATISFACTION GAP TO LONG-TERM CARE SERVICE STATIONS IN THE REMOTE AREA OF TAIWAN

Abstract

Aims: To achieve the goals of "ageing in place" and the universal accessibility of long-term care (LTC), the "Project of Implementing LTC System in Remote Area" has been in operation since 2009 in Taiwan. The government contracts out the program and sets up LTC service stations in remote area to deliver LTC services. By using PZB model (Parasuraman, Zeithaml, Berry, 1988), the study aimed to examine the service gap from the customers' perspectives in order to synergize local resources and deliver appropriate services.