嵌入式养老服务质量评价研究——以上海市中心城区为例
Quality Evaluation of Embedded Elderly Care Service:A Case Study of the Central Area in Shanghai
骆潇蔓1
作者信息
- 1. 复旦大学社会发展与公共政策学院,上海 200433
- 折叠
摘要
为弥补当前嵌入式养老服务缺乏质量评价的实践漏洞,运用SERVQUAL模型开发量表,通过模糊综合评价法与熵值法,对上海市中心城区两个具有案例代表性的嵌入式养老服务机构进行了服务质量评价.基于实证分析结果,提出加强程序与流程管理,充实照护人力资本,审慎界定嵌入式养老服务的发展定位与服务内容等提升养老服务质量的针对性建议.
Abstract
In order to make up for the lack of quality evaluation of embedded elderly care service,the SERVQUAL model was used to develop a scale,and the fuzzy comprehensive evaluation method and entropy method were used to evaluate the service quality of two representative embedded elderly care facilities in the center of Shanghai.Based on the results of empirical analyses,this study proposed targeted suggestions to improve the quality of elderly care services,including strengthening procedure and process management,building human capital in terms of caregiving,and carefully defining the development positioning and service content of embedded elderly care services.
关键词
嵌入式养老服务/服务质量/模糊综合评价法Key words
embedded elderly care services/service quality/fuzzy comprehensive evaluation method引用本文复制引用
出版年
2024
NETL
NSTL
万方数据