Construction of service performance evaluation index system for urban non-profit elderly care institutions
GENG Chang
AN Libin
WANG Zhen
CHEN Yajin
LI Wentao
Abstract：Objective:To construct a service performance evaluation index system for urban non-profit elderly care institutions based on data envelopment analysis.Methods:Based on the multi-input and multi-output principles of data envelopment analysis,preliminary pool of service performance evaluation index system for urban non-profit elderly care institutions was established through literature analysis.The final evaluation index system was conducted by Delphi expert consultation involving 15 experts.And the indicator weights were determined using analytic hierarchy process.Results:Two rounds of expert consultation were completed.The valid questionnaire recovery rate was 100%in both rounds.Expert authority coefficient was 0.85.In the second round,the mean scores for indicators importance ranged from 3.33 to 5.00.The full-score rates ranged from 20%to 100%.The coefficient of variation ranged from 0.00 to 0.28.The Kendall's W value was 0.305(P<0.01).The finalized evaluation index system comprised 2 dimensions(input and output),including 5 first-level indicators,11 second-level indicators,and 38 third-level indicators.Conclusions:The constructed service performance evaluation index system for urban non-profit elderly care institutions demonstrated scientific and reliable.It could provide evidence for performance assessment and continuous improvement of service quality in urban non-profit elderly care institutions.
Keywords：elderly care institutionselderly care servicesnon-profitperformance evaluationindex systemdata envelopment analysisDEADelphi method
Publication Date：2025-07-25
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：5( 2456-2460 )