The Improvement of Care Quality in Nursing Homes for Elders: An Application of Quality Function Deployment And Fuzzy AHP Method

• Main Authors: Yi-Fan,Lu, 盧一帆
• Other Authors: Wen-Liang,Wang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/83352135397233324725

碩士 === 中華大學 === 資訊管理學系 === 94 === According to Social Service Division of the Interior Affair Ministry, Taiwan experienced a major transition in its population structure in the middle of 1990’s. It inaugurated a period of rapid growth in aging population. By 1993, the aged have reached 7% of the total population, marking Taiwan as an aging society as defined by the World Health Organization. The aged were projected to reach 20.69% by the year of 2026. An aging population may drive up the needs for Long-Term Care. In response, the past decade has seen a dramatic increase in the provision of Long-Term Care services, including institutional care. For the providers of nursing homes, quality of care entails a promotion of public images, an obtainment of trust by care recipients and their family members, and consequently an increase in service use. The remaining question pertains to how to assure the quality of care. This paper divided into two stages: the first stage utilized the PZB SERVQUAL model with Fuzzy Delphi Method to build up criteria of measuring the service quality for institution care. It then applied Fuzzy Analytic Hierarchy Process and Similarity Aggregation Method to find the important degree of each criterion to get an objective, standardized measure. In the second stage, through a case study, we applied the Quality Function Deployment with the identified criterion, and combine them with experts’ opinion into the nursing home service quality, so that the service quality provided by the nursing homes will be better. We hope the result of this paper can be a objective, standardized measure to provided for proceeding service quality planning and draw up the improvement strategic for the nursing homes.