抄録
The authors have been considering that measurement of both service process and service quality was necessary for evaluation of service productivity in nursing-care service. However, we have measured only employees' behaviors for service process visualization. In this paper, we surveyed employees' consciousness towards service quality using interview and questionnaire method at a nursing-care facility to propose the quality study which was a new measurement method of service quality. Finally, we proposed the Kansei study by integration of the time and motion study and the quality study, and developed a prototype software to support the Kansei study.
