[1]朱思宇白雪蔡正坤陶军毛靖.基于SERVQUAL模型与IPA分析的武汉市社区卫生服务中心服务质量评价[J].中国卫生质量管理,2023,30(10):062-66.[doi:10.13912/j.cnki.chqm.2023.30.10.14 ]
　ZHU Siyu,BAI Xue,CAI Zhengkun.Service Quality Evaluation of Wuhan Community Health Service Center Based on SERVQUAL Model and IPA Analysis[J].Chinese Health Quality Management,2023,30(10):062-66.[doi:10.13912/j.cnki.chqm.2023.30.10.14 ]
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基于SERVQUAL模型与IPA分析的武汉市社区卫生服务中心服务质量评价
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第30卷
期数:
2023年10期
页码:
062-66
栏目:
服务质量
出版日期:
2023-10-15

文章信息/Info

Title:
Service Quality Evaluation of Wuhan Community Health Service Center Based on SERVQUAL Model and IPA Analysis
作者:
朱思宇白雪蔡正坤陶军毛靖
华中科技大学同济医学院护理学院
Author(s):
ZHU Siyu; BAI Xue; CAI Zhengkun
School of Nursing, Tongji Medical College
关键词:
ERVQUAL模型; IPA分析; 社区卫生服务中心; 服务质量
Keywords:
SERVQUAL Model;  IPA Analysis;  Community Health Service Center;  Service Quality
分类号:
R197.6
DOI:
10.13912/j.cnki.chqm.2023.30.10.14
文献标志码:
A
摘要:
目的调查社区卫生服务中心服务质量，为提升社区卫生服务中心服务能力提供参考。方法使用基于SERVQUAL模型设计的社区卫生服务中心服务质量实际感知和期望问卷，对武汉市7个区社区卫生服务中心的411名就诊患者进行调查，计算患者实际感知值和期望值的差距，通过IPA分析绘制矩阵图。结果 就诊患者对社区卫生服务中心服务质量实际感知平均得分为3.8分，期望平均得分为4.3分，差值为-0.5分。5个维度实际感知平均得分均低于期望得分，差值均为负值。22个条目中：5个条目分布在第一象限，为保持优势区；2个条目分布在第二象限，为可能过度关注区；9个条目分布在第三象限，为低优先顺序区；6个条目分布在第四象限，为集中关注区。结论患者对社区卫生服务中心服务质量的感知与期望存在差距。需完善医疗设备配置和基础设施建设，合理配备卫生技术人员，积极提升医疗服务能力。
Abstract:
ObjectiveTo investigate the service quality of community health service center and provide references for improving the service ability of community health service center. MethodsThe questionnaire of actual perception and expectation of service quality of community health service centers based on SERVQUAL model was used to investigate 411 patients from 7 district community health service centers in Wuhan. The gap between actual perceived value and expected value was calculated, and the matrix was drawn by IPA analysis.ResultsThe actual perceived average score of the patients was 3.8, the average expected score was 4.3, and the difference was -0.5. The actual perceived average score of the five dimensions was lower than the expected score, and the difference was negative. Among the 22 items, 5 items were distributed in the first quadrant,which was the dominant maintaining area;2 items were distributed in the second quadrant, which was the possible excessive attention area; 9 items were distributed in the third quadrant, which was the low priority area. 6 items were distributed in the fourth quadrant, which was the focus area. Conclusion There was a gap between patients' perception and expectation of service quality of community health service centers. It was necessary to improve the allocation of medical equipment and infrastructure construction, rationally allocate health technical personnel, and actively enhance service capabilities.

参考文献/References:

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更新日期/Last Update: 2023-10-15