| 摘要: |
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目的
在移动互联网环境下，建立医疗服务质量关键指标，对医疗服务质量评价方法进行创新。方法 将患者就医过程中的每一项服务进行量化，建立SERVQUAL服务质量评价体系。结果 借助移动互联网智能终端，构建医疗服务质量指标体系包括有形性、可靠性、响应性、保证性、关怀性、经济性和有效性等7个一级指标，25个二级指标。结论 在移动互联网的环境下，为医患沟通搭建平台，及时进行医患互动，对医院的医疗服务质量进行客观评价。 |
| 关键词: 移动互联网 医疗服务质量 SERVQUAL评价体系 |
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| Research on the Innovation of Medical Service Quality Evaluation Under Mobile Internet Environment |
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| Abstract: |
| Objective Under the trend of ‘Internet + Medical service’, Evaluation method and relevant indicators are developed for monitoring medical service quality for the innovation research study. Methods Converting the perception experience of observed patients from each service in the process of seeking medical treatment into quantitative measurement, and creating SERVQUAL service evaluation. The developed model is tested through SPSS. Results Based on the ‘patient experience’, Framework of medical service quality is created and a system of key indicators is constructed. The first level indicators include tangibility, reliability, responsiveness, assurance and care, economy，effectiveness and etc., while there are 25 secondary indicators. Conclusion Platforms can be constructed using mobile internet intelligent terminals based on patients’ experiences. Medical service quality can evaluate objectively in a timely manner through them. |
| Key words: mobile internet,medical service quality,evaluation system of SERVQUAL |
