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KMID : 1001720120220030139
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Journal of Vocational Rehabilitation
2012 Volume.22 No. 3 p.139 ~ p.162
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A Study on the Development of Quality Indicators for Assistive Technology Services
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Nam Se-Hyun
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Abstract
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The purposes of this study were to develop the indicators of service quality which can be applied to centers for assistive technology service of Korea and to compute the weights of importance among developed indicators. In order to achieve the purposes, this study executed the analysis and study for the concept of assistive technology service, model of quality evaluation of public service, and trend of the quality index of assistive technology service and evaluation index of assistive technology service and developed the system and composition element of Assistive Technology Service Index(ATSI). this study developed 57 question items of assistive technology service index finally by executing a survey to verify validity by I-CVI(Item level-Contents Validity Index) to 20 specialists. Second survey for computing weights of evaluation index was executed to total 60 specialists.
On the basis of this result, this study proposed the distribution of weights by 57 question items for assistive technology service quality index which were selected finally, and the meaning of findings obtained through survey and analysis is as follows: First, in assistive technology service quality, output and outcome that consumers experience are much more important than input or process of service suppliers. Second, for the consumer-centered service efforts for improving service quality are necessary than potential capacity of institutions. Third, the institutions should put efforts on improvement of outcome quality, process quality, resources security, needs sufficiency, reliability, security of excellent human resources, promptitude favorable image and conveniences it. Last, it is suggested that development of guidelines and manuals is necessary.
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KEYWORD
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AHP(Analytic Hierarchy Process), asistive technology services, I-CVI(Item level-Contents Validity Index), indicators of service quality, weight
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