Using the Importance–Satisfaction Model and Service Quality Performance Matrix to Improve Long-Term Care Service Quality in Taiwan

Abstract

The present study integrates the importance–satisfaction (I-S) model and service quality performance matrix (SQPM) to examine long-term care (LTC) service demands and satisfaction improvement. Many scholars have used a single model to explore project improvement. Each model has advantages, but we think they are too subjective and suggest that it is best to integrate models to determine what should be improved. We established quality attributes of service demands based on more than two sessions of discussions and expert consultations with LTC service users (older adults). The final questionnaire was divided into three parts: a demand survey, satisfaction survey, and demographics survey, and 292 valid questionnaires were collected. The questionnaire items were summarized with means and standard deviations. In this study, if only the I-S model was used to examine LTC in Taiwan, then seven service elements of the system would need to be improved. However, if only the SQPM method was used, then 16 service elements would need to be improved. Only seven service elements were identified by both methods. When time and resources are limited, it is not feasible to take comprehensiveness into account. When many projects must be improved and it is impossible to implement them at the same time, improvement priorities need to be developed. Taiwan lacks sufficient LTC resources, so it is impossible to provide enough resources for all those who need care. To use resources efficiently, the I-S model and SQPM were integrated in this study to identify areas for improvement.