AHFE Open AccessProposal of Quality Studyfor Nursing-Care Service
Abstract
Quantitative measurement of service process and service quality are necessary to evaluate the service productivity. We have measured employee behaviors at nursing-care facilities using the time and motion study, and visualized their nursing-care service processes. However, we have not assessed the service quality. Therefore, this paper describes development of a service quality model and a measurement system for it in nursing-care services. We examined a nursing-care facility and assessed employee consciousness related to service quality using interviews and questionnaire surveys to develop service quality model. We then proposed a quality study for methods of measuring service quality, along with prototype software developed for the quality study.
Keywords: Service engineering, Nursing-care service, Service process, Quality, Measurement
DOI: 10.54941/ahfe100285
Cite this paper
More from this volume
- Variability Handling in Multi-Mode Service Composition
- A Semi-Automatic Approach for the Integration of Structural Karlstad Enterprise Modeling Schemata
- Model Synchronization in Sociotechnical Service Systems
- Storage in the Cloud: What You Need to Know and Why
- Attitudes and Use of Mobile Phones in Tweens
- User Experience as Service at Social Networking
- UX as a Service
- Social Influence Tagging as a Service for Brand Marketing
- Exploring the Servicelization of Mobile User Interface Evaluation
- Shopping Experience as a Service for On-line Group Purchasing
- A Journey Recommender System Using Crowd Attention Monitoring for Facilitating a Collaborative Visiting Experience
- Group Work: Does It Work?