基于AHP-TOPSIS模型的养老服务质量评价研究

Research on the Evaluation of Elderly Care Service Quality Based on the AHP-TOPSIS Model

摘要: 随着全球人口老龄化的加剧，养老服务质量成为社会关注的焦点。为了提升养老服务水平，本研究采用AHP (层次分析法)和TOPSIS (逼近理想解的排序方法)相结合的模型，即AHP-TOPSIS模型，对社会保障体系中的养老服务质量进行综合评价。研究构建包含服务内容、服务效能、服务环境、服务管理四个维度的养老服务质量评价指标体系，服务内容主要考察养老服务的种类和覆盖面；服务效能主要考察服务的专业性、及时性和有效性；服务环境主要考察服务设施的完善程度和安全性；服务管理主要考察服务机构的组织结构和运营效率。通过对这些维度进行分析，基于养老服务机构实际数据进行实证研究，研究发现服务效能是评价养老服务质量的关键因素之一。服务环境对养老服务质量也具有重要影响。完善的服务设施和舒适的服务环境能够提高老年人的生活质量和幸福感。不同养老机构在养老服务质量方面存在差异。因此，政府和社会机构应根据实际情况，制定针对性的政策措施，促进养老服务质量提升。

Abstract: With the intensification of global population aging, the quality of elderly care services has become a focal point of social attention. To enhance the level of elderly care services, this study adopts a model combining AHP (Analytic Hierarchy Process) and TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution), namely the AHP-TOPSIS model, to comprehensively evaluate the quality of elderly care services within the social security system. The study constructs an evaluation index system for elderly care service quality, encompassing four dimensions: service content, service efficiency, service environment, and service management. Service content primarily assesses the types and coverage of elderly care services; service efficiency evaluates the professionalism, timeliness, and effectiveness of services; service environment examines the completeness and safety of service facilities; and service management assesses the organizational structure and operational efficiency of service institutions. Through analyzing these dimensions and conducting empirical research based on actual data from elderly care service institutions, the study finds that service efficiency is one of the key factors in evaluating the quality of elderly care services. Service environment also has a significant impact on the quality of elderly care services. Improved service facilities and a comfortable service environment can enhance the quality of life and sense of happiness of the elderly. Different elderly care institutions vary in terms of the quality of their elderly care services. Therefore, governments and social institutions should formulate targeted policies and measures based on actual conditions to promote the improvement of the quality of elderly care services.