Abstract
As the elderly population rising, long-term care needs among countries is being taken seriously. In the case of rapid population aging, the issue for the elderly has become one of Taiwan's biggest social problems. However, by the changing in socio-economic environment, the care functions of traditional family had been declined and the family must seek external resources to assist, so care needs gradually expanded from personal problems to social problems. This study based on SERVQUAL scale, consider relevant literature to develop the "quality of institutional care satisfaction scale" involving five dimensions for 19 variables. Research objects contain residents (service recipient) and nursing aides (service Provider). Trying to realize the awareness satisfaction of service quality. A total of 350 questionnaires, 110 valid questionnaires were recovered, the recovery ratio of 31%. The results showed that the degree of attention of care services between the actual perceptions of care services by institution resident were significant differences but by nursing aides were no significant difference. And according to the analysis of the actual perceptions of care service between institution resident and nursing aides were no significant difference.