基于SERVQUAL模型的居家适老康复器械设计研究

Home Rehabilitation Equipment Design for the Aged Based on SERVQUAL Model

目的量化评价居家适老康复器械服务质量,针对服务质量薄弱要素,提出针对性设计策略并对其展开设计方案研究。方法首先提取居家适老康复器械要素因子,依据SERVQUAL模型评价量表,通过选项隶属度计算方法和文献研究法,修构建居家适老康复器械服务质量量表,再展开问卷调查、信效度检验和因子分析,最后通过乘积标度法等计算出居家适老康复器械服务质量值与各指标服务质量差值。结果得出居家适老康复器械服务质量低于用户期望,且经济负担小,获取便捷、使用安全等是影响居家适老康复器械服务质量的主要原因指标,以此为依据提出居家适老康复器械优化设计策略和设计方案。结论此方法为同类产品设计研究提供了理论和实践依据。

The work aims to quantitatively evaluate the service quality of home rehabilitation equipment for the aged,and to propose specific design strategies and carry out design research on the weak factors of service quality.Firstly,the factors of home rehabilitation equipment were extracted.According to the evaluation scale of SERVQUAL model,the service quality scale of home rehabilitation equipment was constructed by means of option membership calculation and literature research.Then,questionnaire survey,reliability and validity test and factor analysis were carried out,and finally the service quality value and service quality difference value of each index were calculated by product scale method.It was concluded that the service quality of home rehabilitation equipment for the aged was lower than the user expectation,and the small economic burden,convenient access,and use safety were the main reasons affecting the service quality of home rehabilitation equipment for the aged.Based on this,the optimization design strategy and design scheme of home rehabilitation equipment for the aged were proposed.This method provides a theoretical and practical basis for the design research of similar products.