摘要
目的调查患者对黑龙江省互联网医院服务质量期望值与感知值,探讨提升互联网医院服务质量策略。方法采用线上随机抽样的方法对在黑龙江省内互联网医院有过就诊经历的515例患者进行调查,内容包括:社会人口学特征调查表、互联网医院服务质量期望量表、互联网医院服务质量感知值量表。结果515例患者对互联网医院服务质量总感知值为3.73分,期望值为4.15分,质量差距为-0.41分。所有维度之间的差值均有统计学意义(P<0.05),且均为负值。绩效-重要性分析显示,有5个条目位于优势区、11个条目位于机会区、8个条目位于改进区。结论整体上优先发展建设响应性与有形性方面,将移情性与经济性方面作为次先发展项目,对其中重点条目结合其性质实施不同战略措施,以协调促进互联网医院高质量发展。
Objective To investigate patients’expectations and perceived values of service quality of internet hospital in Heilongjiang province and explore strategies to improve the service quality of internet hospitals.Methods Based on the modified SERVQUAL scale,a survey was conducted using an online questionnaire for 515 patients who had experience in internet hospitals in Heilongjiang province.Results The total perceived value of the quality of internet hospital services by 515 patients was 3.73 points,with an expectation value of 4.15 points and a quality gap of-0.41 points.The quality gap was negative for all dimensions.The importance-performance(IPA)analysis showed that 5 items were located in the advantage quadrant,11 items were located in the opportunity quadrant,and 8 items were located in the improvement quadrant.Conclusion Overall priority is given to the development of responsive and tangible aspects of construction,with empathetic and economic aspects as secondary development projects,and the implementation of different strategic measures for the key entries therein,taking into account their nature,in order to coordinate and promote the high-quality development of internet hospitals.
作者
徐绍杰
赵德利
张雪
XU Shao-jie;ZHAO De-li;ZHANG Xue(Department of Law Facalty Research,College of Humanities and Social Sciences,Harbin Medical University,Harbin 150081,China;Department of Medical Imaging,The Sixth Affiliated Hospital of Harbin Medical University,Harbin 150027,China)
出处
《哈尔滨医科大学学报》
CAS
2024年第2期203-208,共6页
Journal of Harbin Medical University
基金
哈尔滨医科大学人文科研项目(HMURW202110104)
哈尔滨医科大学附属第六医院儿科学专业教师资助项目(31021220012)