Wang, Wen-liangWen-liangWangChang, Hong-jerHong-jerChangLiu, An-chiAn-chiLiuChen, Yu-wenYu-wenChen王文良張宏哲劉安琪陳毓文2010-08-052018-06-282010-08-052018-06-282007http://ntur.lib.ntu.edu.tw//handle/246246/190550http://ntur.lib.ntu.edu.tw/bitstream/246246/190550/-1/05.pdfThe purpose of this paper was to determine the criteria that reflect the quality of care provided by long-term care institutions. Research was conducted using a two-step procedure that first utilized the SERVQUAL model with Fuzzy Delphi Method to establish the proper criteria by which service quality could be measured. A total of 200 questionnaires were mailed to expert respondents, of which 89 were returned and 77 deemed valid for use in this study. We then applied the Multi-Criteria Decision Making Process to determine the degree of importance of each criterion to long-term care institution service quality planning work. Secondly, 200 questionnaires were distributed and 74 valid responses were returned. Based on the 5 SERVQUAL model constructs, this study found 17 of the 28 criteria, to be pertinent to nursing care quality, with those in the Responsiveness and Empathy domains being the ones most critical. ? 2007 Lippincott Williams & Wilkins, Inc.en-USLong-term care institution; Multi-criteria decision making analysis; Service quality; Servqual model[SDGs]SDG3aged; article; attitude to health; consensus; decision making; Delphi study; evaluation; family; fuzzy logic; geriatric nursing; health care quality; health personnel attitude; health service; human; long term care; model; nonbiological model; nursing care; nursing evaluation research; nursing home; organization and management; psychological aspect; questionnaire; standard; Taiwan; total quality management; Aged; Attitude of Health Personnel; Attitude to Health; Consensus; Decision Making; Delphi Technique; Family; Fuzzy Logic; Geriatric Nursing; Health Services Needs and Demand; Humans; Long-Term Care; Models, Nursing; Models, Organizational; Nursing Care; Nursing Evaluation Research; Nursing Homes; Quality Indicators, Health Care; Questionnaires; Taiwan; Total Quality Management10.1097/01.JNR.0000387622.95306.43http://ntur.lib.ntu.edu.tw/bitstream/246246/190550/-1/05.pdf