嘉義地區老人安養機構服務品質評鑑準則之因果決策研究

A Cause and Effect Decision Making Model for Senior Institute's Service Quality Evaluation in Chiayi Area

李光玉(KY Lee) ； 曾明朗(ML Tseng)

《嘉義大學通識學報》 6期 (2008/11) Pp. 159-180

https://doi.org/10.7042/JYDXTSXB.200811.0159

摘要

由於台灣省社會高齡化的趨勢，在未來七、八年福利性機構益顯其重要性，而老人安養機構服務品質的議題上扮演的角色正逐漸主導整個老人安養機構服務品質的評量機制。面對時空因素改變，重新釐清影響老人安養機構服務品質的因素，保證顧客滿意度，確有其迫切性與重要性。本研究透過文獻回顧後，使用SERVQUAL並歸納22項評鑑準則，做為評量老人安養機構服務品質評鑑準則。並利用決策實驗室法檢視各評鑑準則的因果關係及關聯程度，選用權重大或關聯度大但表現未臻理想的指標，作為老人安養機構持續精進重要項目；本研究同時配合目的性取樣，選取適當樣本進行實證研究，相關結論建議可提供老人安養機構建構單位與後續研究者參考。

關鍵字

老人安養機構 ； 服務品質 ； 評鑑準則 ； 決策實驗室法 DEMATEL

並列摘要

Taiwan faces aged society in recent decade; the aged society is a confronting social problem that the government has to deal with. However, the senior institution also has to facing the service quality evaluation processes. In recent decades, the practitioners and academicians are utilized evaluation tools to measure the indications of service quality. This study has defined 22 criteria after intensive literature review. Hence, there are only few studies had mentioned the evaluation of service quality in senior institutions. This study uses purposive sampling method and decision making trial and evaluation laboratory (DEMATEL) for an empirical study in order to figure out a cause and effect decision making model for the reference of senior intuitions’ management level to improve their daily operations.

並列關鍵字

DEMATEL ； Service quality ； Senior institution

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