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KMID : 0614820080140020131
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Journal of Korean Academy of Nursing Administration
2008 Volume.14 No. 2 p.131 ~ p.143
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Development and Application of Service Quality Indicators in Nursing Homes: Structure-Process Evaluation
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Kim Moon-Sil
Lee Sung-Hee
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Abstract
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Purpose: The aim of this study was to develop service quality indicators to evaluate structure and process of the nursing home service.
Method: On the basis of literature review and analysis of existing quality indicators, the researcher made a preliminary service quality indicators and verified content validity twice. The final service quality indicators were applied in 30 nursing homes.
Results: Preliminarily, 3 domains, 24 sub-domains, and 156 indicators were generated. Through two content validity testings, the indicators scoring over .80 CVI for each testing were adopted and modified by discussion with a panel of experts. The final indicators consisted of 3 domains, 15 sub-domains, and 128 indicators. These indicators were applied in 30 nursing homes. The result showed that they were easily applicable and suitable for a evaluation of service quality in nursing home.
Conclusion: This ’service quality indicators in nursing home’ was verified by the content validity. This tool will be able to be used for evaluation and improvement of nursing home service quality. However, repeated researches are needed for further validity and reliability.
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KEYWORD
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Nursing homes, Services, Quality indicators
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