Service evaluation throughFH-entropy method: A framework for the elderly care station

The elderly care station is a new concept, which is the terminal service institution of the home-based elderly care system in Beijing. Because its supervision of service quality (SQ) is not standardized and its current subsidy is irrelevant to SQ, this paper provides a framework for an evaluation system of the elderly care station. An SQ evaluation index system for the elderly care station is designed according to the service and construction standards. A fuzzy hierarchical entropy method is then used to identify the weights such that the calculation steps are reduced and the decision-making process is more objective. Based on that, a fuzzy comprehensive evaluation model is established. For integrating the SQ and service quantity provided by stations, a quality-quantity quadrant model is proposed, which is used to discover the stations or operators with adequate SQ and service quantity to subsidy and the inadequate to give priority attention and rectification by quantifying and visualizing the service situation of all stations and their operators. Meanwhile, we conduct an empirical analysis by using the data of one station.