本研究旨在探討評估優質居家照護(U-Care)服務品質成效應考量的準則及適用評估指標。首先，利用文獻彙整與德爾菲專家問卷來架構出優質居家照護服務品質之初步評估指標，歸納出7個評估構面、29個照護服務者衡量的指標及38個被照護者衡量的指標，再利用層級分析法發現認為改善或提升其居家照護服務品質時須優先衡量的指標。在照護服務者方面：1.使用照護服務設備後，改善照護服務工作的環境2.照護服務者因服務設備（資訊科技產品）的輔佐，充實個人照護服務的知識3.使用照護服務設備時，有減少照護服務者於一般性工作上之人力的使用4.照護服務者能瞭解被照護者的個別需求5.照護服務機構提供服務者適當的教育訓練。而在被照護者方面：1.照護服務者能針對不同的被照護者提供個人化的服務2.照護服務者能瞭解被照護者的個別需求3.使用服務設備（資訊科技產品）後，提升了被照護者自我健康管理的功效4.被照護者遇到服務設備的操作困難時，照護服務者能提供協助5.使用服務設備（資訊科技產品）後，提升了被照護者照護品質。
本研究的結果發現學者及實際從事人員因研究與實際經驗的不同，對重視的層面而有所差異，照護服務者進行照護服務品質衡量時，學者並沒有明顯偏好集中某一構面的指標，而實際從事人員較注重效益性及關懷性的指標。本研究建議：1.利用研究結果進行實際施測後，能了解實際醫療科技輔助居家照護的成效情形，並針對照護服務設備、服務人員或機構提出改善計畫。2.應針對專家學者與使用者對優質居家照護服務品質認知進行分析比較，以便修正方向。3.提供個別化的照護服務，注重操作的設備及情緒照護，達到加強照護的服務品質。

The research aims to explore the criteria of assessing the service quality of U-Care and the applied assessment indicators. First of all, the research utilizes the reference resources and questionnaires with Delphi method to construct preliminary assessment Indicators for service quality of high-quality home care. It induces seven assessment constructs, twenty-nine assessment indicators of service provider and thirty-eight assessment indicators of care recipient. It further applies Analytic Hierarchy Process to find out the priority assessment indicators for improving or promoting the service quality of home care. There are five indicators to evaluate the impact of U-care technology to the service provider: 1. In the application of care facilities, the working environment of care service has been improved. 2. The guidance for service provider on service facilities (information technology products) can enhance individual knowledge of care service. 3. In application of care service facilities, it enables to cut down manpower at regular work. 4. Service provider can better understand the recipient’s personal need. 5. The care-service institution is capable of providing service provider with proper educational training. There are also five indicators to evaluate the impact of U-care technology to the care recipient: 1. The service provider is able to offer personal service to various recipients. 2. The service provider is able to understand the recipient’s individual need. 3. In application of service facilities (information technology products), it enables to increase the performance of the recipient’s self-health management. 4. When the recipient has difficulty in handling service facilities, the service provider is able to offer assistance. 5. In application of service facilities (information technology products), it enables to increase the quality of care for the recipient.
This study shows that there are differences of perceptions of importance between scholars and practitioners, while scholars have no particular preferences for indicators of a certain construct; the practical workers pay more attention to the indicators of effectiveness and caring. It is recommended：1.This study can be used to understand the effectiveness of home care assisted with medical care technology. In the other hand, it proposes an improvement plan for care service facilities, service workers or institutions. 2.Analysis the service quality cognition of U-care between the scholars and users for direction revision.3.Offering personal care service, emphasizing on facilities operate and emotional care to enhance the quality of care service.

目 錄
書名頁.................................................i
論文口試委員審定書.....................................ii
授權書.................................................iii
中文摘要...............................................iv
英文摘要...............................................vi
誌謝...................................................viii
目錄...................................................ix
表目錄.................................................xi
圖目錄.................................................xiv

一、 緒論.............................................1
1.1 研究背景與動機...................................1
1.2 研究目的.........................................2
1.3 論文結構與研究流程 ...............................3
二、 文獻探討.........................................5
2.1 優質居家照護簡介.................................5
2.1.1 居家照護概述.....................................6
2.1.2 居家照護的需求與概況.............................8
2.1.3 優質居家照護(U-Care)起源........................12
2.1.4 遠距居家照護服務................................13
2.2 居家照護服務品質................................14
2.2.1 服務的定義......................................14
2.2.2 服務品質的定義與內涵............................15
2.2.3 居家照護服務品質之相關研究......................20
2.2.4 服務品質評估之相關研究..........................22
2.2.5 優質居家照護服務之品質..........................30
三、 研究方法........................................33
3.1 研究步驟........................................33
3.2 研究設計........................................35
3.2.1 問卷設計........................................35
3.2.2 調查計畫與抽樣方法..............................41
3.2.3 德爾菲法........................................41
3.2.4 層級分析法(Analytic Hierarchy Process，AHP).....43
四、 資料分析........................................50
4.1 德爾菲法問卷調查與分析..........................50
4.1.1 第一回德爾菲問卷結果分析........................50
4.1.2 第二回德爾菲問卷結果分析........................71
4.2 指標權重分析....................................85
4.2.1 衡量照護服務者(提供照護服務者)的指標權重之分析..89
4.2.2 衡量被照護者(或其家庭)的指標權重之分析..........99
4.3 結果討論.......................................110
五、 結論與建議.....................................117
5.1 研究結論.......................................117
5.2 建議...........................................119
5.3 研究限制.......................................120
5.4 後續研究建議...................................121
參考文獻................................................122
附錄一、專家意願調查....................................127
附錄二、德爾菲專家小組名單..............................128
附錄三、德爾菲專家問卷(第一回)..........................129
附錄四、德爾菲專家問卷(第二回)..........................140
附錄五、層級分析法問卷..................................149
附錄六、層級分析法受測名單..............................170

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