Research into Care Quality Criteria for Long-Term Care Institutions

長期照護機構服務品質準則之研究

王文良(Wen-Liang Wang)；張宏哲(Hong-Jer Chang)；劉安琪(An-Chi Liu)；陳毓文(Yu-Wen Chen)

長期照護機構 ； 服務品質 ； SERVQUAL模式 ； 多準則決策分析 ； long-term care institution ； service quality ； SERVQUAL model ； multi-criteria decision making analysis

The Journal of Nursing Research

15卷4期（2007 / 12 / 01）

255 - 264

英文

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模式以及模糊德爾菲法(Fuzzy Delphi Method)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模式的5個構面下，本研究所得到的28個準則中，共17個準則屬於長期照護服務品質的指標，其中又以反應性及關懷性這兩個構面之下的準則是長期照護機構服務最迫切需要改善的項目。

The purpose of this paper was to determine the criteria that reflect the quality of care provided by long-term care institutions. Research was conducted using a two-step procedure that first utilized the SERVQUAL model with Fuzzy Delphi Method to establish the proper criteria by which service quality could be measured. A total of 200 questionnaires were mailed to expert respondents, of which 89 were returned and 77 deemed valid for use in this study. We then applied the Multi-Criteria Decision Making Process to determine the degree of importance of each criterion to long-term care institution service quality planning work. Secondly, 200 questionnaires were distributed and 74 valid responses were returned. Based on the 5 SERVQUAL model constructs, this study found 17 of the 28 criteria, to be pertinent to nursing care quality, with those in the Responsiveness and Empathy domains being the ones most critical.

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