應用商機演算法分析獨立型態護理之家顧客滿意度管理

The Analyzing and Management of Independent Type Nursing Home Customer’s Satisfaction by Using Opportunity Algorithm

羅伊婷(Luo Ee Ting)

指導教授 ： 徐尚為

亞洲大學/健康學院/長期照護研究所在職專班/碩士(2009年)

摘要

本研究目的為了解長期照護工作人員及家屬之認知差異，並發現潛在服務項目，提供獨立型態護理之家經營者有效進行資源分配，發展較具潛力之項目，創造機構特色。
本研究採橫段性研究方法，以不記名填寫問卷來蒐集資料，以商機演算法分析家屬及工作人員對潛在服務項目之認知差異。研究結果發現（1）家屬的學歷、自覺經濟狀況會影響品質指標重要性得分。（2）工作人員的單位服務年資越長，則對服務品質指標之滿意度得分越高。（3）家屬與工作人員在健康照護、管理、安全環境及生活照顧四大面向的認知潛在服務項目不同。
本研究結果可提供獨立型態護理之家管理者做為機構發展、資源分配之參考，亦可提供政府未來督考評鑑之方向。

關鍵字

商機演算法 ； 顧客滿意度

並列摘要

The purpose of this research is to explore the difference of comprehension between the staff of long-term care institution and the family of residents, to discover as many as possible services that have not been applied at the same time.
This research also provides rational distribution of all available resources for independent nursing homes, to create and develop potential services that characterize the institution.
A cross-sectional study was conducted. Families and staffs completed an anonymous questionaire about the comprehension of potential services, and the differences between families and the staffs were analyzed by the opportunity algorithm.
This research found that
(1) The education level of the family, and self-reported finantial status affects the score of quality index.
(2) The higher score of satisfaction for service quality index will get if the staff work in the same institution longer.
(3) The comprehensions of potential services are different between the family and the staff in health care, management, environmental safety and the care of daily living.
The research could provide references about future development, distribution of resources for the manager of independent nursing homes. Furthermore, these findings might also provide different aspect of accreditation for the government.

並列關鍵字

opportunity algorithm ； customer's satisfaction

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