摘要
家政服务作为居家养老领域重要的服务力量来源,其服务质量的高低决定了是否能够有效缓解人口老龄化带来的社会问题。为了提升肇庆市居家养老领域家政服务供给质量,使用德尔菲法构建了家政服务供给质量评价模型,运用模糊层次分析法对供给质量进行客观的量化评价,利用障碍度模型分析家政服务供给质量的关键制约因素。结果表明,肇庆市家政服务供给质量一般,顾客满意度较低,关键制约因素是职业能力。从而提出完善培训与评价标准体系、拓展服务内容等措施,为肇庆市家政机构提高供给质量和供给有效性提供参考依据。
As a crucial source of service support in the field of home-based elderly care,domestic services play a decisive role in mitigating the social challenges posed by population aging.To enhance the domestic services supply quality in Zhaoqing,the Delphi method is used to construct an evaluation model for domestic services supply quality.Fuzzy Analytic Hierarchy Process(FAHP)is applied to objectively quantify supply quality,while the obstacle degree model is utilized to identify key constraints.The results indicate that the supply quality of domestic services in Zhaoqing is moderate with relatively low customer satisfaction,where professional competency emerges as the key constraint.Consequently,measures such as refi ning training and evaluation standards system and expanding service offerings are proposed,providing reference for domestic service institutions in Zhaoqing to improve supply quality and effectiveness.
作者
张倩
张彦霞
ZHANG Qian;ZHANG Yanxia(Guangdong Technology College)
出处
《中国标准化》
2025年第18期214-220,共7页
China Standardization
基金
肇庆市哲学社会科学规划项目“肇庆市居家养老领域家政服务供给质量提升路径研究”(项目编号:22GJ--42)
广东省哲学社会科学规划项目“数字经济赋能‘新消费新业态’商业生态体系构建研究”(项目编号:GD23XGL054)资助。
关键词
家政服务
供给质量
德尔菲法
模糊层次分析法
障碍度模型
domestic services
supply quality
Delphi method
Fuzzy Analytic Hierarchy Process
obstacle degree model
