数智化赋能对智慧养老服务满意度的影响研究

作     者：王蓓蓓 

作者机构：上海工程技术大学管理学院上海 

出 版 物：《电子商务评论》 (E-Commerce Letters)

年 卷 期：2025年第14卷第1期

页      面：3699-3710页

学科分类：1011[医学-护理学（可授医学、理学学位）] 10[医学] 

主　　题：数智化赋能 智慧养老 养老服务满意度 

摘      要：本研究通过定量分析方法探究在智慧养老服务领域如何通过数智化手段提升老人满意度。研究数智化赋能下智慧养老服务满意度的影响因素,运用结构方程模型来分析影响老人满意度的因素。研究结果表明:1) 数智化服务技术和设备的易操作性、更新速度及安全保障程度正向影响养老服务满意度;2) 数智化数据对老年人提供个性化服务的能力和对老年人需求变化的响应程度正向影响养老服务满意度;3) 老年人获得教育培训的持续性和老年人与数智化技术之间的有效沟通和反馈程度正向影响养老服务满意度。基于此,研究提出四点建议:1) 共同构建稳定环境支持数智化与智慧养老协同发展;2) 以老人需求为中心开展技术开发及迭代工作;3) 增强对老年人使用智慧养老产品及服务的教育指导;4) 根据不同老年群体需求,提供更具定制性的服务。This study explores how digital intelligence methods can enhance the satisfaction of elderly individuals in the field of smart elderly care services through quantitative analysis. It investigates the impact factors of smart elderly care service satisfaction under digital intelligence empowerment and uses structural equation modeling to analyze the factors affecting elderly satisfaction. The results indicate: 1) The ease of operation, update speed, and security level of digital service technology and equipment positively affect the satisfaction of elderly care services;2) The ability of digital data to provide personalized services for the elderly and the responsiveness to changes in elderly needs positively affect the satisfaction of elderly care services;3) The continuity of education and training for the elderly and the effectiveness of communication and feedback between the elderly and digital technology positively affect the satisfaction of elderly care services. Based on this, the study proposes four recommendations: 1) Jointly build a stable environment to support the collaborative development of digital intelligence and smart elderly care;2) Develop and iterate technology centered on the needs of the elderly;3) Enhance educational guidance for elderly individuals in the use of smart elderly care products and services;4) Provide more customized services according to the needs of different elderly groups.