An Integrated Approach for Prioritizing Key Factors in Improving the Service Quality of Nursing Homes. (31st December 2013) - Yu, Vincent F.
Abstract : This study looks at improving the service quality in nursing homes as well as the intricate relationships between various factors. We use two research models herein. First, Interpretive Structural Modeling (ISM) establishes the criteria for the interrelationship structure, categorized according to their driving power and dependence. This methodology provides a means by which order can be imposed on the complexity of such criteria. Insights from this model can help top managers in strategic planning to improve the service quality in nursing home care. Second, because ISM does not provide any weighting associated with the criteria, we employ the Analytic Network Process (ANP) approach to calculate the weighted importance of the key factors and to identify those factors impacting the service quality of nursing home care.