| 引用本文：刘芷含, 欧阳彩妮.国内外养老机构服务质量评价指标体系研究的系统综述[J].中国卫生政策研究,2020,13(5):72-81 |
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| 国内外养老机构服务质量评价指标体系研究的系统综述 |
| 投稿时间：2020-02-25 修订日期：2020-04-22 PDF全文浏览 HTML全文浏览 |
| 刘芷含, 欧阳彩妮 |
| 中南大学公共管理学院 湖南长沙 410083 |
| 摘要:目的：对国内外养老机构服务质量评价指标体系进行系统综述，以期能够为制定适合我国国情的指标体系提供有利参考。方法：全面检索中外文数据库，限定从建库至2019年11月，通过EndNoteX9进行文献剔重，制定纳入排除标准进行文献筛选，采用Excel表格提取文献资料，使用定性描述分析的方法对指标体系构建基本信息、应用情况及指标内容进行归纳分析。结果：共纳入56篇文献，其中中文文献34篇，外文文献22篇，共含48个指标体系。经分析发现，国内理论模型多借鉴国外且对文化和人群特异性关照不够、国内指标内容前瞻性与引导性不足、国内指标赋权客观性更强但方法仍较单一、国内外指标体系普适性、测评对象及方法多样性有待增强。结论：未来研究中需加强本土化的理论模型创新，指标内容的选取应在联系实际的基础上对未来养老机构的发展起到引导性的作用，指标定权可考虑主客观赋权法相结合，并扩大指标体系的测评对象类型及范围以提高其适用性。 |
| 关键词:养老机构 服务质量评价 指标体系 系统综述 |
| 基金项目:国家自然科学基金项目（71603289）；湖南省哲学社会科学基金智库专项重点课题（19ZWB25） |
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| Systematic review of Chinese and international research on service quality evaluation index systems of elderly care institutions |
| LIU Zhi-han, OUYANG Cai-ni |
| School of Public Administration, Central South University, Changsha Hunan 410083, China |
| Abstract:Objective:To systematically review the service quality evaluation index systems of elderly care institutions in China and abroad and provide a favorable reference for establishing an index system which is suitable for China's national conditions. Methods:After comprehensively retrieving Chinese and international databases and downloading papers published from building database through November 2019, duplicate documents were deleted by the help of EndNoteX9 and the remaining literatures were screened according to inclusion and exclusion criteria. Literature data were extracted using Excel and qualitative description analysis method was used to analyze the basic information, application and indicators of index systems.Results:A total of 56 literatures among which featured 34 Chinese literatures and 22 international literatures,and 48 index systems were included. After analysis, it was found that the Chinese theoretical models mostly draw lessons from foreign countries and pay insufficient attention to culture and crowd specificity, and the content of the Chinese index lacks foresigh and guidance.The objectivity of the Chinese indicators weighting has been enhanced but the use of methodsis still non-diversified.In addition,the universality of both Chinese and international index systems needs to be strengthened, and the diversity of evaluation objects and methods be enhanced.Conclusions:In the future research, it should be necessary to strengthen the innovation of localized theoretical frameworks. The selection of indicators should play a guiding role in the future development of elderly care institutions on the basis of reality.The subjective and objective methods should be combined in the determination of index weight, and the evaluation index systems should expand the target type and scope to be more applicable. |
| Key words:Elderly care institutions Service quality evaluation Index system Systematic review |
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