銀髮族養生村服務品質關鍵屬性評估因素之研究

本研究旨在建構銀髮族養生度假村服務品質關鍵屬性評估因素。本研究採用分析層級程序法，建構服務品質關鍵屬性評估指標。採用兩階段進行；第一階段以問卷調查法，由7 位學者專家進行問卷調查，進行養生村服務品質關鍵屬性初使指標；第二階段透過修正式德爾菲法，共獲得環境、設施、服務、健康、娛樂、治療等六項評估因素，包含21 項衡量指標。接著採用分析層級程序法針對16 位學、醫、產、官進行問卷調查。研究結果發現，評估標的中以「健康」最為重要，其次為「服務」。而評估指標以「醫療體系」最為重要，其次為「餐具衛生」及「處理能力」。希望研究結果能幫助養生度假村提供住戶所需之服務，使銀髮族住戶在設備完善的園區中追求晚年的自主、健康和尊嚴的生活，從而達到成功老化的目標。

關鍵字

銀髮族；養生度假村；服務品質；關鍵績效指標；修正式德爾菲法；分析層級程序法

並列摘要

This study aimed to construct the key service quality evaluation factors for seniors’ health village. The study used the methods of analytic hierarchy process to construct key service quality evaluation indicators. We apply it to a two-stage , in the first stage, a questionnaire survey was conducted by 7 scholars and experts to determine the key attributes of the health service quality of the village. The second stage is using modified Delphi method, this study has found 21 indicators in the six evaluation factors as follow environment, facility services, health and recreation, as well as treatment derived. Followed by what we have done, the questionnaire was distributed to 16 academics, medical scholars, business operators, and government officers in related fields by analytic hierarchy process. The result shows that “health” is the most important dimension, next is “services”. In the evaluation indicators, “medical system” is the most important indicator, next is “tableware tidy”, and “processing capacity” rank third critical. The results of this study hope to help the health and culture village provide the services that the resident needs, make elderly resident to pursue their own autonomous, healthy and live in dignity life in well-equipped parks, to achieve the goal of successful aging.