应用Servqual量表分析影响社区卫生服务质量的因素

Analysis on factors affecting the community health service quality with Servqual scale

目的:调查并探讨影响社区卫生服务质量的相关因素。方法:2015年4~9月随机抽取社区65岁以上健康体检居民383名,将Servqual量表应用于社区卫生服务对老年人健康体检服务质量评价中,分析影响社区卫生服务质量的相关因素。结果:得出影响社区卫生服务质量的因素主要是自我健康评价、性别、参加体检次数。结论:2次参加体检的人群、男性体检者及自我健康评价低的老年健康体检者对社区卫生服务的期望高,感知服务低。

Objective：To investigate and discuss the related factors affecting the community health service quality. Methods：Randomly selected 383 receiving physical examination above 65 years old from a community in the period from April to September 2015, and Servqual scale was applied in the evaluation of elderly health examination service quality in community health service, to analyze the related factors affecting the community health service quality. Results： It＇ s discovered that the main factors affecting the community health service quality included self - evaluation for physical health, sex, and frequency of physical examination. Conclusion ： The healthy old people of physical examination who took physical examination for two times, were men, and had a lower self - evaluation for physical health had a higher expectation for community health service and lower perception of service.