中文摘要：

虚拟养老院是信息技术打造的居家养老服务的升级版,成为人口老龄化进程中解决老年人养老服务问题的新方法。本研究首先对虚拟养老院进行概念界定,在居家养老服务没有统一服务质量评价指标的情况下,借鉴经典的SERVQUAL服务质量评价理论和方法,结合虚拟养老院的特点,对SERVQUAL模型中的五大维度和具体指标进行调整和适用性修改,探索虚拟养老院中信息服务中心和服务提供机构的服务质量维度和评价指标体系,以期从重要性评价和服务质量表现评价两个方面运用新的维度和指标,最终形成对虚拟养老院服务质量评价指标体系,为虚拟养老院服务质量评价提供借鉴和参考。

英文摘要：

Virtual nursing home is an upgraded version of home care services built by information technology,and it has become a critical means to solve the aged service issues in the process of population aging.In this study,we defined the concept of virtual nursing home firstly. Under circumstances of absence of unified service quality evaluation of home care services,we have adjusted and modified the SERVQUAL model in five dimensions and specific indexes and explored service quality＇s dimensions and evaluation system of information service centers and service providers in the virtual nursing home through drawing on classic SERVQUAL service quality evaluation theory and methods and combining with the virtual nursing home characteristics. We hope that we could construct a service quality evaluation system on virtual nursing home through making use of new dimensions and indexes from the evaluation of importance and service quality to provide reference for virtual nursing service quality evaluation and reference.