摘要
"互联网+护理服务"的发展为患者提供了很大的便利,在"互联网+护理服务"模式下,患者的护理需求发生了变化,患者感知的服务质量也会发生变化,因此本研究开发了一套"互联网+护理服务"质量测评体系.通过文献综述、专家咨询、小组讨论等方法,选择基于成熟的SERVQUAL(service quality)量表,结合"互联网+护理服务"的特点,构建了包括有形性、可靠性、响应性、保证性、移情性、费用经济性6个维度32条指标的质量测评体系.通过随机发放问卷,收回有效问卷74份.使用量表条目简化方法剔除不合适的指标2条,对简化的测评体系(共6个维度30条指标)使用SPSS25和AMOS25进行信度分析、效度分析、拟合度检验,证实最终的"互联网+护理服务"质量测评体系是科学合理的,对于"互联网+护理服务"的发展有重要贡献.
The development of“Internet+Nursing Service”has provided great convenience for patients.Under the“Internet+Nursing Service”model,the patients’nursing needs have changed,and their perceived service quality will also change.Therefore,we developed a set of“Internet+Nursing Service”quality evaluation system in this study.Through literature review,expert consultation,group discussion and other methods,based on the mature SERVQUAL(service quality)scale,combined with the characteristics of“Internet+Nursing Service”,a quality evaluation system with a total of 32 indicators in 6 dimensions of tangibility,reliability,responsiveness,guarantee,empathy and cost economy was constructed.74 valid questionnaires were recovered by randomly issuing questionnaires,and 2 inappropriate indicators were removed by using scale items simplification method.Then,Reliability analysis,validity analysis and fitting test on the simplified evaluation system(a total of 30 indicators in 6 dimensions)were performed by SPSS25 and AMOS25,which confirmed the final“Internet+Nursing Service”quality evaluation system was scientific and reasonable and would made important contributions to the development of“Internet+Nursing Service”.
作者
刘娜
赵小松
王佳慧
LIU Na;ZHAO Xiaosong;WANG Jiahui(College of Management and Economics,Tianjin University,Tianjin 300072,China)
出处
《中国科技论文在线精品论文》
2021年第1期124-134,共11页
Highlights of Sciencepaper Online
基金
天津市哲学社会科学规划项目(TJGL19-017)
关键词
管理学其他学科
服务质量
互联网+护理服务
测评体系
量表条目简化方法
other subjects of management
service quality
Internet+Nursing Service
evaluation system
scale items simplification method
