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基于SERVQUAL的社区居家养老服务质量评价指标体系研究 被引量:7

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摘要 在分析社区居家养老服务内容基础上,基于SERVQUAL服务质量模型,分别从可靠性、保证性、响应性、有形性和移情性五个方面,选取评价社区居家养老服务质量的原始指标,运用因子分析模型最终确定社区居家养老服务质量评价指标体系。
作者 白春玲
出处 《劳动保障世界》 2016年第5Z期3-,共1页
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  • 8Parasuraman A, Zeithaml VA, & Berry LL.(1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Reatailing. Spring, 64 : 12-40. 被引量:1
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