THE DEVELOPMENT OF KEY PERFORMANCE INDICATORS FOR SUCCESSFUL MANAGEMENT OF THE ELDERLY CARE CENTER IN THE 21ST CENTURY
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Abstract
The objectives of this research were to the study satisfaction of the elderly service center management and study traction of the development of key performance indicators for successful management of the elderly care center in Bangkok & vicinity area. The research was a qualitative research. The sample were 60, of Group 1 executive care center for the elderly and care n = 10, Group 2 n = 50 elderly people from a total storage in 10 locations. Purposive selection was used in this study through the use of indepth interview. The data were analyzed to classify data as model and descriptive data. The model consisted of 5 dimensions determined; 1st dimension: Concrete form of service, 2nd dimension: Reliability, 3rd dimension: Responsibility, 4th dimension: Assurance compliance, and 5th dimension: Empathy with the process. This was in relation to 5-M theory with the management of success; 1. Money 2. Man 3. Management 4. Marketing 5. Moral by (SERVQUAL Satisfaction theory)
The results of the research were found that: Good relationship among the persons involved in the elderly center connected with SERVQUAL satisfaction theory of the 5 dimensions relationship theory, the confidence of the elderly to service such as; 1st dimension: Concrete form of service, 2nd dimension: Reliability, 3rd dimension: Responsibility, and 4th dimension: Assurance compliance, 5th dimension: Empathy with the process and 5-M management theory on human resources systematic management with elderly care professionals, The second was financial security and modern marketing communication technology in service activities that create satisfaction for the third time.
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The published article is a copyright of the Academic Journal of Thailand National Sports University. The passage appeared in each article in this academic journal is a perspective of each author which is not related to the journal. Each author is required to be responsible for all components of his/her own article. If there are any mistakes, each author must be responsible for those mistakes on his/her own.
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