老年助餐服务满意度影响研究——基于上海市社区老年食堂的调查
Study on the Impact of Satisfaction of Elderly Assisted Meal Service—A Survey Based on Community Elderly Canteens in Shanghai City

为积极应对人口老龄化国家战略，推进基本养老服务体系建设，2023年10月民政部等11部门在《积极发展老年助餐服务行动方案》中提出了努力实现老年助餐服务方便可及、经济实惠、安全可靠和可持续发展的目标，有效提升老年人的获得感、幸福感、安全感。上海市是我国最早进入人口老龄化且人口老龄化程度最高的地区。2019年起，上海市政府连续5年都将助餐服务设施建设列为民办实事项目和民心工程项目的第一项，以普惠颐养为目标，持续推进老年人助餐服务工作并取得了一定成效。为探明目前上海市老年助餐配餐服务市场现状及发展前景，全面提升助餐配餐服务水平，本文以上海市16个市区50周岁以上消费者群体为调查对象发放问卷。对于此次调查数据，本文采用主成分分析、多元回归分析对老年人满意度的影响因素进行探究；并对食堂工作人员进行深度访谈，实现问题的完整分析，为提高食堂满意度和解决公益与盈利平衡问题提供科学合理的建议。调查结果显示：影响消费者满意度的主要因素包括优惠便利、数字化程度、菜品饮食等，同时，重视老年人的社交需求至关重要。最后，从食堂经营者、政府和相关企业方面提出可行建议，助力上海市社区老年食堂可持续发展。
In order to actively respond to the national strategy of population aging and promote the construction of the basic elderly service system, the Ministry of Civil Affairs and other 11 departments put forward the goal of striving to achieve the goal of convenient and accessible, affordable, safe and reliable, and sustainable development of the elderly meal service in the “Action Plan for Actively Developing the Elderly Meal Service” in October 2023, which effectively improves the elderly’s sense of accessibility, well-being, and sense of security. Shanghai is the earliest region in China to enter population aging and has the highest degree of population aging. 2019, the Shanghai Municipal Government for five consecutive years will be the construction of meal service facilities as the first item of the project for the people to do practical things for the people and the people’s heart project, with the goal of universal care, to continue to promote the work of the elderly meal service and has achieved certain results. In order to explore the current market status and development prospects of senior meal service in Shanghai, and to comprehensively improve the level of meal service, this paper issues questionnaires to consumer groups over 50 years old in 16 urban areas of Shanghai. For the survey data, this paper uses principal component analysis and multiple regression analysis to explore the factors affecting the satisfaction of the elderly; and conducts in-depth interviews with the staff of the cafeteria to realize the complete analysis of the problem and provide scientific and reasonable suggestions for improving the satisfaction of the cafeteria and solving the problem of balancing public welfare and profitability. The findings show that the main factors affecting consumer satisfaction include preferential convenience, degree of digitization, and food and diet of dishes, and at the same time, it is crucial to pay attention to the social needs of the elderly. Finally, feasible suggestions are made from the aspects of canteen operators, government and related