服务质量差距模型在提升药房服务质量中的应用

Application of Service Quality Gap Model in Improving Pharmacy Service Quality

目的利用5GAP Model分析、了解药房服务对象的服务需求及满意度,提升药房服务质量。方法采用实地走访调查等,结合5GAP Model理论,构建药房服务质量差距模型,分析药房服务质量差距内涵、原因及对策。结果服务对象对于药房服务的感知高于期望,需要采取有效措施,不断改善药房服务质量。结论 5GAP Model在药房服务对象的满意度分析及改善的应用是切实可行的,也为医院管理者切实提高服务质量提供新的理论分析思路。

Objective To analyze the service needs and satisfaction of pharmacy service objects by means of 5GAP Model to improve the service quality of pharmacy. Methods Through on-the-scene investigations combined with the 5GAP Model theory, the pharmacy service quality gap model was constructed to analyze the connotation, causes and countermeasures of the pharmacy service quality gap. Results The client’s perception of pharmacy services was better than expected, and effective measures were needed to continuously improve the quality of pharmacy services. Conclusion The application of 5GAP Model in analyzing and improving the satisfaction of pharmacy service objects is feasible, and it provides a new theoretical analysis for hospital administrators to improve service quality.