Servqual评价法在门诊采血服务质量评价中的调查

Application of Servqual evaluation method in measuring service quality of blood collection

目的应用Servqual评价法调查三级甲等综合医院门诊血液标本采集服务质量现状,探讨影响感知服务质量的因素。方法应用基于Servqual评价法的服务质量测评量表对300例门诊血液标本采集患者进行调查。结果各三级甲等医院的感知服务质量均为负值,不同医院感知服务质量在有形性、可靠性、响应性、保证性、移情性五个维度上的差异有统计学意义(P<0.05)。比较性别和医疗费用支付情况对感知服务质量的影响,差异有统计学意义(P<0.05)。结论门诊采血服务质量有待进一步提高,Servqual量表能够客观、有效地分析出影响护理服务质量的关键问题,对持续性改进服务质量具有重要意义。

Objective Investigating the present situation of nursing service in tertiary general hospital blood specimen col-lection to find out the key factors affecting the quality of service. Methods The Servqual scale was used among 300 patients with blood collecting. Results The perceived service quality score of every hospital was negative,the difference of Tangible、Reliability、Responsiveness、Assurance、Empathy of different hospitals was statistically significant （P〈0.05）.And the effect of gender and payment mode of medical expenses for perceived service quality were statistically significant（P〈0.05）. Conclu-sions The service quality of blood specimen collection remains to be further improved,Servqual scale can objectively and ef-fectively analyze the key problem of nursing service quality.