Research Into Care Quality Criteria for Long-Term Care Institutions

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Title:	Research Into Care Quality Criteria for Long-Term Care Institutions
Authors:	王文良 Wang, Wen-Liang
Contributors:	資訊管理學系 Information Management
Keywords:	長期照護機構;服務品質;SERVQUAL模型;多準則決策分析 long-term;institution;service;model;multi-criteria;making analysis
Date:	2007
Issue Date:	2014-06-27 02:02:16 (UTC+8)
Abstract:	本研究的目的在建立影響長期照護機構服務品質的準則。本研究分成兩部份：首先，研究者利用SERVQUAL模型以及模糊德菲法建立量測長期照護機構服務品質的準則，本研究第一階段針對專家發出200份問卷，回收89份，有效問卷77份，做為進一步分析之用；接著利用多準則決策分析法找出在進行服務品質規劃時這些準則的重要性程度。第二階段再發出200份問卷，對象除了專家之外，還包括住民的家屬，最後回收78份，有效問卷共74份。經過SERVQUAL model分析的結果顯示：在SERVQUAL模型的5個構面下，本研究所得到的2 he purpose of this paper was to determine the criteria reflecting care quality of long-term care institutions. It was conducted with a two-step procedure: first, we utilized the SERVQUAL model with Fuzzy Delphi Method to build up the criteria for measurin
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