| Summary: | 碩士 === 國立勤益科技大學 === 企業管理系 === 103 === Taiwan has become an aging society in recent decades. The issues accompanied with an aging society are diverse and tremendous, which include problems of medication, caring, economy, leisure, and psychology, etc. The problems have gradually been concerned nowadays. The Senior Citizens Welfare Act was amended and released in 2012, in which the establishment standard for a senior citizens welfare institution (SCWI) tends to be stricter. Providing appropriate domiciliary care and services from a senior citizens welfare institution is of importance. It became one of the most critical issues for sustainability and management of a SCWI.
This research project is mainly to investigate the service design and service quality of SCWIs. The research objective is threefold： (1) Generalize functional indices of SCWIs to locate indices for enhancement. (2) Employ VAHP to calculate the sequence of the service quality improvement indices. (3) Investigate the contradiction issues of service design of a SCWI by utilizing TRIZ approach.
The research found the five most important indicators that managers emphasized in SCWIs as follows: (1) facilities practicality, (2) device security, (3) employee professional degree, (4) equipment effectiveness, and (5) staff initiation. The innovation rules and parameters were applied to solve the design problems. A number of possible solutions were derived through the inspiration of TRIZ contradiction matrix. Expert in-depth interview was introduced to validate the feasibility of the indices as well as design solutions for a SCWI.
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