Research on service quality evaluation of medical caring and nursing combined institutions for the aged based on interval MTS-grey cloud clustering

Abstract

The lack of a scientific and complete service quality evaluation system for Medical Caring and Nursing Combined Institutions for the Aged is a critical factor that makes it difficult to improve the quality of their services. Based on the SERVQUAL model, the service quality evaluation index system of Medical Caring and Nursing Combined Institutions for the Aged is constructed from tangibles, security, reliability, responsiveness, and empathy. Considering the ambiguity, randomness, grey characteristics, and the interaction between indicators in the service evaluation process of Medical Caring and Nursing Combined Institutions for the Aged, the interval Mahalanobis-Taguchi system (MTS) is introduced into the grey cloud clustering model, and a service quality evaluation model of the interval MTS— grey cloud clustering is proposed. The Medical Caring and Nursing Combined Institutions for the Aged in four typical cities of Jiangsu Province are taken as examples in this study. Feasibility of the proposed method is verified, and targeted measures are thus proposed to provide stronger support and reference for improving the service quality of these institutions.