双重资本下服务质量有形性与服务对象满意度关系实证研究

医疗服务质量是医疗服务组织管理的基础和核心,对服务对象就医满意度起着关键性作用。本文根据对上海市第一人民医院调查的统计数据,通过SERVQUAL和SERVPERF模型,确定服务质量与服务对象满意度的衡量要素,实证分析了在双重资本运营模式下,医疗服务质量有形性要素与服务对象满意度的关系。研究结果显示:医疗服务质量的有形性与服务态度满意度、诊疗过程满意度、管理效率满意度成正相关关系;与医疗费用满意度、服务结果满意度、环境设施满意度成自相关关系。因此,提出从以下方面进行服务质量的改善:发挥双重资本运营模式优势,利用信息互联技术与电子设备,提高医疗服务管理效率;应用医疗服务评价系统,加强诊疗流程考核;改善医疗工作者服务质量,增强服务者的亲和力。

The quality of medical service is the foundation and core of medical service organization management and plays a key role in affecting patient satisfaction.Based on the statistics of the survey of Shanghai General Hospital and using SERVQUAL and SERVPERF models to determine the measurement factors of service quality and customer satisfaction,this study empirically analyzes the relationship between tangibles of medical service quality and customer satisfaction under the dual-capital operation model.The research results show that the tangibles of medical service quality are positively correlated with service attitude satisfaction,treatment process satisfaction,and management efficiency satisfaction.Therefore,a hospital can improve service quality in the following aspects:taking advantage of the strength of dual-capital operation;making use of information technology and electronic device to improve the efficiency of medical service management;utilizing medical service evaluation system to facilitate medical process assessment;and improving service quality of medical personnel and enhancing the affinity of service providers.