摘要
目的探讨某三级甲等医院产科护理服务质量现况并分析其影响因素。方法对350例孕产妇进行SERVQUAL问卷调查，找出理想与实际感知之间的差距，并对结果进行分析。结果孕产妇对产科护理总的服务质量得分（-7．57±12．84）分，与期望值相比，孕产妇感知的护理服务质量整体水平较低。结论产科护理服务质量需进一步提高，应在保证有形性的基础之上，优先改进可靠性和保证性方面的护理质量，从而有针对性地进行护理服务质量的改进。
Objective To explore the quality of obstetric nursing service in grade three first class hospital and analyze its influencing factors. Methods A SERVQUAL questionnaire was conducted on 350 pregnant women to find out the gap between ideal and actual perception and analyze the results. Results The total service quality score of maternal and obstetric care was （-7.57±12. 84）. The overall level of quality of care perceived by pregnant women was lower than expected. Conclusions The quality of obstetric care needs to be further improved. On the basis of ensuring tangible quality, the quality of care in the aspects of reliability and assurance should be have priority improved, so as to improve the quality of nursing services.
作者
张亚茹
康凤英
毛怡君
贺建霞
Zhang Yaru;Kang Fengying;Mao Yijun;He Jianxia(Shanxi Medicial University,Taiyuan 030000,China)
出处
《国际护理学杂志》
2018年第15期2054-2058,共5页
international journal of nursing
关键词
服务质量
感知值
期望值
Service quality
Perceived value
Expectation value
