本研究旨在建構老人長期照顧機構的服務品質管理系統之實務模式，以使顧客獲得責信的照顧。為期研究對機構有實務上的效用，採取實用主義哲學觀點，以「機構管理者」與「專家」的角度切入，引用責信照顧組織實務模式的概念及「ISO 9004：2009版-管理組織的持續成功」實踐方法。研究對象為2013年接受衛生福利部評鑑且床位數50床以上的私立老人長期照顧機構。研究方法首先採取德菲（Delphi）法，由衛生福利部2013年老人福利機構評鑑委員擔任專家，選出機構的服務品質管理系統所需的系統面向及項目，發展出層級分析法問卷。接著，由研究者親自至中部地區22個機構實地作問卷調查，收集資料對象為每一機構各一位主管、社工人員、醫護人員、照顧服務員及行政人員，如無社工人員則少1人，總共回收有效問卷計104份。 資料分析採取層級分析法、網絡層級分析法，以建構服務品質管理系統之實務模式，使用次數分配、百分比、平均數、t檢定、單因子變異數分析等統計方法以分析機構服務品質管理系統的現況。研究結果發現：（一）建構的機構服務品質管理系統，具有顧客為中心、責信過程、風險管理、整合性照顧模式、連結給付體系、資源管理及績效管理等七個系統面向及二十個項目。（二）評選出的機構服務品質管理系統，與機構現況具有實務上的落差。（三）評鑑成績甲等以上的機構比乙等的機構具有較多的服務品質管理系統之系統面向與項目。（四）有近六成的人同意政府評鑑規範有助於機構建立服務品質管理系統。研究者進一步根據研究結果與發現，分別針對顧客、機構、市場相關團體、政府及實務工作者提出建議。 The purpose of this research is to be constructed of a practical model of service quality management system for customers in order to gain care of accountability for long term care facilities of senior citizens. For the expectation of the results in this research to be practically utilized for long term care facilities of senior adults, the research stands in the viewpoint of pragmatism and is from the position of institutional administrators and experts. The research cited the practical model of Accountability Care Organization and the practical approach of ISO 9004: 2009 Managing for the sustained success of an organization.Subjects are samples from private long term care facilities for senior adults who were evaluated by the Ministry of Health Welfare in 2013. First, it collected the opinions from these evaluators in the long term care facilities with the Delphi technique, making questionnaires for the structure of service quality management system. Then, the researcher interviewed and collected data from 22 facilities located in central Taiwan as selected samples. There were a total of 104 valid questionnaires.It applied the Analytic Hierarchy Process, Analytic Network Process and statistics in analyzing data. The research findings were concluded as the following: (1) The practical model of service quality in management system including 7 dimensions and 20 items. (2)There are practical gaps in reality of facilities and which were evaluated practical model of service quality in management system. (3)The excellent and better facilities own more dimensions and items of service quality management system than good facilities do. (4)There are about 60% practical workers agree that rules of evaluation are advantage in building service quality management system for private long term care facilities for senior adults. The researcher also made respective recommendation for consumer, private long term care facilities for senior adults, cooperative relations for professional in care market, government and practitioners.
