A Study on Critical Factors in the Service Innovation of Local Medical Care for Senior Citizens

Abstract

The 21st century is a hundred-year century, when senior citizen related issues are derived along with enhancing life expectancy, declining concept of raising a child as the insurance for old age, and increasing index of aging. Aiming at the test for possible needs, national social policies and systems as well as relevant economic industries should make adjustment and innovation. People’s needs for health care used to be pure disease treatment and health acquisition. When the market system moved towards the trend of customer-oriented service, people did not simply ask for the enhancement of medical technology, but started to criticize the feelings in the medical process. It resulted in medical care institutions focusing on the quality of service. Service innovation is a critical factor for medical care institutions keeping the competitiveness and sustainable growth in the market. Aiming at senior citizens in Fujian Province, 480 copies of questionnaire are distributed, and 351 valid copies are retrieved, with the retrieval rate 73% . The research results are summarized as below: “Service type” is the most emphasized dimension in Hierarchy II, followed by “service delivery”, “customer interface”, and “technology choice”, Among 12 indicators, top five indicators are ordered diversified service, service channel point, customer relationship management, business model, and customer participation. According to the results to propose suggestions, it is expected to benefit medical care institutions as well as enhance the health care quality of domestic medical market.