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Mathematical Problems in Engineering
Volume 2013, Article ID 563723, 12 pages
Research Article

An Integrated Approach for Prioritizing Key Factors in Improving the Service Quality of Nursing Homes

Department of Industrial Management, National Taiwan University of Science and Technology, No. 43, Section 4, Keelung Road, Taipei 106, Taiwan

Received 28 June 2013; Revised 4 November 2013; Accepted 19 November 2013

Academic Editor: Hao-Chun Lu

Copyright © 2013 Vincent F. Yu and Kuo-Jen Hu. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.


This study looks at improving the service quality in nursing homes as well as the intricate relationships between various factors. We use two research models herein. First, Interpretive Structural Modeling (ISM) establishes the criteria for the interrelationship structure, categorized according to their driving power and dependence. This methodology provides a means by which order can be imposed on the complexity of such criteria. Insights from this model can help top managers in strategic planning to improve the service quality in nursing home care. Second, because ISM does not provide any weighting associated with the criteria, we employ the Analytic Network Process (ANP) approach to calculate the weighted importance of the key factors and to identify those factors impacting the service quality of nursing home care.