Introduction

: In traditional Chinese medicine (TCM) services, formulating management strategies and policies to improve service quality is essential for maintaining competitive advantages. The purpose of this study is to select key indicators of acupuncture service quality to assist in the development of relevant strategies in order to guide service management in TCM clinics.

Methods

: This study uses analytic hierarchy process (AHP) to identify key indicators of acupuncture service quality. A hierarchical architecture comprising four main criteria and twelve sub-criteria was established based on a solid theoretical foundation. Next, the judgements of experts in pairwise comparisons were used to calculate the weight of each criterion and determine the critical criteria for acupuncture service quality. Furthermore, fuzzy AHP was utilized to validate the effectiveness of AHP.

Results

: Of all the main criteria, “outcome quality” is the most important, followed by “interaction quality”. Among the twelve sub-criteria, “patient satisfaction” was deemed as the most important, with “expertise” and “waiting time” ranking second and third, respectively. “Interactional justice” and “process quality” were ranked fourth and fifth, respectively.

Conclusions

: The key findings indicate outcome quality, interaction quality, and the five sub-criteria are key indicators of acupuncture service quality. Therefore, time-saving strategies for operating procedures and human resource policies should be developed to improve acupuncture services.

中文翻译：

---

利用层次分析法选择针灸服务质量指标

 介绍

：在中医服务中，制定管理策略和政策以提高服务质量对于保持竞争优势至关重要。本研究的目的是选取针灸服务质量的关键指标来协助制定相关策略，以指导中医诊所的服务管理。

 方法

：本研究使用层次分析法（AHP）来确定针灸服务质量的关键指标。基于坚实的理论基础，建立了包含四个主要标准和十二个子标准的分层架构。接下来，通过专家的两两比较判断，计算各个标准的权重，确定针灸服务质量的关键标准。此外，利用模糊层次分析法验证了层次分析法的有效性。

 结果

：在所有主要标准中，“结果质量”是最重要的，其次是“交互质量”。在十二个子标准中，“患者满意度”被认为是最重要的，“专业知识”和“等待时间”分别排名第二和第三。 “互动公正”和“过程质量”分别排名第四和第五。

 结论

：主要发现表明结果质量、互动质量和五个子标准是针灸服务质量的关键指标。因此，应制定节省时间的操作程序策略和人力资源政策，以改善针灸服务。