摘要
从服务质量差距模型的概念、量表的内涵、机构养老服务质量的概念、研究现状及应用等方面对基于服务质量差距模型的机构养老服务质量评价研究进行综述,在理论上对基于服务质量差距模型的机构养老服务质量评价研究做了初步探讨,以期对机构养老服务质量评价模型做进一步完善。
This paper reviewed the researches on quality evaluation of institutional elderly care services based on SERVQUAL model,the connotation of scale,the concept of institutional elderly care service quality,the research status and the application.It provided initial discussion on the theories,hoping to provide reference for optimizing the quality evaluation model of institutional elderly care services.
作者
黄丽丽
毛慧萍
刘海华
陈裴斐
HUANG Li-li;MAO Hui-ping;LIU Hai-hua;CHEN Pei-fei(The First People’s Hospital of Taizhou;Jiaojiang Lvkang Geriatric Rehabilitation Nursing Home)
出处
《医院管理论坛》
2020年第7期78-80,23,共4页
Hospital Management Forum
基金
浙江省台州市科技计划项目,编号:1902ky57
关键词
服务质量差距
养老机构
服务质量
评价
Service quality gap
Elderly care institutions
Service quality
Evaluation
