The Construction of Service Quality Indicators in Elderly Day Care Centers

• Main Authors: SHIH,LI-HO, 施立合
• Other Authors: NIEH, HWA-MING
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/2s7898

碩士 === 明新科技大學 === 服務事業管理研究所碩士班 === 105 === The object of this study is to establish the service quality indicators (including important indicators) of elderly day care centers. To achieve the purpose, the study first embarked on “literature analyses” to develop the draft indicators. Secondly, the draft indicators were revised by the first round questionnaire of Delphi method. Thirdly, the importance of the indicators was the preliminary understanding by the second Delphi questionnaire method. Finally, by adopting the third expert Delphi survey method, and respectively using the dimensions of numbers, the average numbers, Kolmogorov-Smirnov one sample test, and Kappa statistical methods to analyze those collected questionnaires in order to construct the service quality index and also main indicators. The results of the study are divided into three stages: the structure of quality, the process of quality, the result of quality, a total of 14 quality items, and 40 service quality indicators (23 of which are important indicators).