Applying Fuzzy Analytic Hierarchy Process to Establish the Indicators for Evaluating the Quality of Care Services in a Nursing Home

• Main Authors: Li-I Lin, 林立宜
• Other Authors: Bor-Wen Cheng
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/58293799359776415614

碩士 === 國立雲林科技大學 === 工業工程與管理研究所碩士班 === 90 === The population in Taiwan had been in transition period in the middle 1980’s. Since then, the elder population was rapidly growing. Taiwan has becoming an elderly society in 1993. In April 2002, the elder population is about 8.87% of the total population in Taiwan. It will grow rapidly up to 21.6% in 2031 according to the Council for Economic Planning and Development. The chronic diseases and functional obstacles increase sharply as the growth of the elder population, which results in the increasing demand for long-term care services, especially for the nursing homes because of their professional care. There are many nursing homes but the good and bad are intermingled in their service quality. The objective of this research is to develop proper indicators for the evaluation of service quality for a nursing home. It is hoping that the results of this research can be applied by nursing homes to effectively improve and enhance the service quality. This research uses the ten phases of PZB service quality to establish the evaluating indicators of the service quality for a nursing home. Through the interview with experts and the reliability analysis to modify the indicators, the structure of the service quality indicators is constructed. The use of fuzzy AHP then revised the service quality indicators. The results of this research are shown in the followings: 1.For the evaluation phases, the sequence of importance for the service quality indicators are security, responsiveness, competence, reliability, credibility, understanding and knowing the customers, tangible, communication, courtesy, and accessibility. 2.For about every 20 accumulated percentages, the service quality indicators in a nursing home are divided into “absolute important”, “very important”, “quite important”, “important” and “normal”. If a nursing home can pay attention on the indicators of the “absolute important” and “very important”, the service quality of a nursing home should be improved effectively.