Servqual评价法在口腔门诊优质护理服务质量评价中的应用

The Application of Servqual Evaluation Questionnaire in Evaluating the Service Quality of Nursing in Dental Outpatient

目的了解口腔门诊优质护理服务质量的现状,找出影响服务质量的问题,为进一步深化口腔医院的优质护理,提高口腔医院优质护理服务的质量提供依据.方法采用Servqul量表对552名口腔门诊患者在口腔医院门诊就医服务过程中的需求进行调查.结果患者对护理服务质量的5个维度即有形性、可靠性、反应性、保证性和移情性的期望值分别为4.03±0.64、4.12±0.58、4.16±0.81、4.32±0.74、4.02±1.01,感知值分别为4.06±0.67、4.13±0.57、4.19±0.72、4.40±0.60、3.96±0.89,感知服务质量分别为0.03±0.59、0.01±0.56、0.03±0.68、0.08±0.65、-0.06±0.76,5个维度护理服务质量的感知值和期望值的比较差异有统计学意义(P<0.05).结论口腔门诊的护理服务质量的移情性有待提高,Servqul评价法能较客观、全面地平估护理服务质量,对提高口腔门诊护理服务质量有指导作用.

Objective The study aimed to improve the quality of nursing service in dental outpatient by understanding patients＇ perceptions about the service quality. Methods 552 patients were selected and Servqual evaluation questionnaire was used to evaluate patients＇ perceptions and expectations on the service quality. Results The patients＇ expected value （E） of tangibles, reliability, responsiveness, assurance and empathy on the nursing service quality was 4.03±0.64, 4.12 ±0.58, 4.16 ±0.81, 4.32 ±0.74 and 4.02 ± 1.01, the perceived value （P） was 4.06 ± 0.67, 4.13 ± 0.57, 4.19 ± 0.72, 4.40 ± 0.60 and 3.96 ± 0.89, and the service quality （SQ） value was 0.03 ± 0.59, 0.01 ± 0.56, 0.03 ± 0.68, 0.08 ± 0.65 and -0.06 ± 0.76, respectively. Conclusion The empathy of service quality has yet to be improved. Servqual can evaluate the nursing service quality objectively and comprehensively, having an effect to improve the quality of nursing service in dental outpatient.