Construction of care service quality evaluation indicator for elderly institution in Chongqing based on SERVQUAL Model
10.3760/cma.j.issn.1672-7088.2014.21.005
- VernacularTitle:SERVQUAL模型构建重庆市养老机构照护服务的质量评价指标
- Author:
Pei LI
;
Jun SHEN
- Publication Type:Journal Article
- Keywords:
Elderly institution;
Care service;
Quality evaluation;
Indicator weight
- From:
Chinese Journal of Practical Nursing
2014;30(21):15-19
- CountryChina
- Language:Chinese
-
Abstract:
Objective To set up care service quality evaluation indicators and establish weight coefficient for assessment of elderly institution in Chongqing.Methods SEVQUAL Model was used as the theoretical guidance,through Delphi expert inquiry,analytic hierarchy process (AHP),the weight of each indicator in five grades and consistency check was calculated.Results The care serv ice quality evaluation indicators contained five first-grade indexes and twenty second-grade indexes.The first-grade indexes included tangibles,reliability,responsiveness,assurance,empathy,respectively.The results of the consisten-cy check of the single grade sorts had a satisfying consistency(CR＜0.10).Conclusions The scientific meth-ods and comprehensive indicators were applied to the construction of care service quality e-valuation indicators for elderly institution in Chongqing.In some degree,this construction of indicators may improve quality of care service and provide useful reference evidence for quality assessment in elderly in-stitution.
