Development of Service Quality Model and Measurement System based on Knowledge in the Service Field

2016 Fiscal Year Final Research Report

• Project/Area Number: 15K12155
• Research Category: Grant-in-Aid for Challenging Exploratory Research
• Allocation Type: Multi-year Fund
• Research Field: Web informatics, Service informatics
• Research Institution: National Institute of Advanced Industrial Science and Technology
• Principal Investigator: MIWA HIROYASU 国立研究開発法人産業技術総合研究所, 人間情報研究部門, 主任研究員 (30367073)
• Project Period (FY): 2015-04-01 – 2017-03-31
• Keywords: サービス工学 / サービス品質 / 介護サービス / モデル化

Outline of Final Research Achievements

The nursing care services are expected to evaluate not only from the view point of time use but from service quality. However, traditional evaluation of service quality has not been based on engineering methods. Therefore, this study was undertaken to model the service quality and to develop a service quality measurement system. Then, we found that meal assist service included 43 service quality factors classified into Fundamental Quality (FQ) and Experiential Quality (EQ) through the employees’ attitude survey using interviews and questionnaires. The proposed model was evaluated through surveys in nursing care facilities and long-term measurement in a service field. In addition, we developed the service quality measurement system running on iOS to easily measure and visualize the service quality.

Free Research Field

サービス工学