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目的
以医用“SERVQUAL理论为基础，根据医院实际重新设计了”SERVQUAL模型‘（服务质量差距模型“各条目，对与”SERVQUAL模型“ 在医疗服务质量评价中的应用进行探讨。方法 以北京市某医院117名患者及48位医务人员为对象，采用问卷调查的方法，测算患者对医院服务质量的SQ值（患者对于医疗服务的期望程度与实际感受程度之差）及医务人员的服务自我评价。结果 患者对医院服务质量的SQ值呈现了其在对医院医疗服务的感知与期望间有较大的差距，并通过医患之间的数据对比阐明医务人员所提供的服务质量与患者所感受的服务质量间同样存在差异。结论 SERVQUAL模型是一种从患者角度评价服务质量的方法，可以结合患者对于医疗服务的期望和实际感受，科学地了解患者对医疗服务的满意程度，并据此发现医疗服务中的薄弱环节。 |
| 关键词: 医疗服务质量 服务质量差距模型 医患比较 认知 |
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| Analysis of Cognition Factors of Medical Service Quality in a 3A Hospital |
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| Abstract: |
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Objective
To explore the application of “SERVQUAL principal” in the quality of medical services evaluation in the specific hospital , according to the “SERVQUAL Model”, we designed a questionnaire that appropriate to one hospital. Methods We investigated 117 patients and 48 doctors and nurses to acquire the SQ. Results The SQ were negative value, which showed there were existed wide gap between the fact of quality of medical service and expectation, and this hospital did perfectly in the tangibles but still need to improve the service of Assurance and Responsiveness. Conclusion and Suggestions As the result, The “SERVQUAL Model” is a method to value the quality of medical service from the view of patients, can help the manager of hospital to understand the quality of medical service and expectation of patients and to know the patients’ satisfaction in a scientific way. |
| Key words: medical service quality,gaps model of service quality,medical contrast,cognition |
