## 4 Research Results
### Importance-Satisfaction Model Results  
When all the service elements were placed in the I-S model, as shown in Figure 8, those in the excellent area were items 8, 14, and 16. Service demand and service satisfaction are above the average, which indicates that customers need these services, and older adults feel satisfied about services provided by the government or service providers. This also shows that the resources can be used effectively.  
The service elements in the to be improved area were items 1, 2, 5, 6, 7, 11, and 13, indicating that service demand is above the average, and satisfaction is below the average. This indicates that customers highly need these services, but they are not offered by service providers or have not been provided at a level found to be satisfactory by older adults. Given the low level of satisfaction, it is recommended that service providers should improve these services first.  
\begin{table}
\begin{tabular}{l l c c c} \hline \hline  & \multirow{2}{*}{**Item**} & \multicolumn{2}{c}{**Demand**} & \multicolumn{2}{c}{**Satisfaction**} \\ \cline{3-5}  & & **ME** & **S.D.** & **ME** & **S.D.** \\ \hline
1. & Retirement pension or living allowance subsidies & 4.89 & 0.95 & 2.19 & 0.49 \\
2. & Health-promoting physical fitness activities & 4.67 & 0.81 & 2.67 & 0.65 \\
3. & Visits or telephone care services by social & 4.01 & 1.01 & 2.70 & 0.68 \\
4. & Catering delivery services & 4.10 & 1.11 & 2.68 & 1.12 \\
5. & Emergency medical care and rescue services & 4.79 & 0.91 & 2.48 & 0.54 \\
6. & Transportation services & 4.33 & 1.05 & 2.61 & 0.91 \\
7. & Older people eating meals together & 4.61 & 0.99 & 2.72 & 0.56 \\
8. & Retirement planning & 4.72 & 1.08 & 2.97 & 0.54 \\
9. & Employment services & 4.06 & 1.11 & 2.66 & 0.83 \\
10. & Day care center services & 3.91 & 1.18 & 2.64 & 1.13 \\
11. & Family companionship & 4.24 & 0.91 & 2.56 & 0.75 \\
12. & Financial planning & 3.99 & 1.04 & 2.65 & 0.82 \\
13. & Hospice care & 4.34 & 1.10 & 2.64 & 1.03 \\
14. & Prices charged (older people eating meals together or class fees) & 4.69 & 1.02 & 3.05 & 1.07 \\
15. & Service staff attitudes & 3.51 & 0.98 & 3.92 & 0.71 \\
16. & Institutional accessibility & 4.18 & 0.87 & 3.46 & 0.93 \\
17. & Community/residential institution & 3.58 & 0.75 & 3.37 & 0.87 \\
18. & Community/institution activity planning & 3.32 & 0.91 & 3.86 & 0.77 \\
19. & Community/institution dining comfort & 3.28 & 0.85 & 3.40 & 0.69 \\
20. & Community/institution emergency response & 4.01 & 1.07 & 3.32 & 0.59 \\  & Total of all 20 items & 4.16 & 0.99 & 2.93 & 0.78 \\ \hline \hline \end{tabular} Note: ME = mean; S.D. = standard deviation.  
\end{table}
Table 2: The mean and standard deviation of service demand and the satisfaction survey (N = 292).  
The service elements in the surplus area were items 15, 17, 18, 19, and 20, indicating that service demand is below the average, and customers are not concerned with these services. Service satisfaction is higher than the average, indicating that resources are being misplaced or wasted. Therefore, surplus resources should be reallocated to service items with high demand and low satisfaction.  
The service elements in the unimportant area were items 3, 4, 9, 10, and 12, indicating that service demand and satisfaction are lower than the average. Customers do not value these services but accept the performance of service providers. Therefore, as long as these elements are provided appropriately, it is not necessary to enhance the service quality. In fact, increasing resources in this area could be considered a waste.