运用ServQual量表对某高校附属医院中德人才交流项目感知服务质量的评价

Perceived service quality of Sino-German talents exchange program of a university affiliated hospital based on servqual scale

目的运用ServQual量表研究并评价高校某附属医院中德人才交流项目感知服务质量。方法基于ServQual量表对高校某附属医院交流人员、项目相关人员进行问卷调查、个人访谈。结果项目具创新性,符合医院国际化发展方向。在项目执行流程、宏观服务质量方面存在优势,但在经费支持、个性化定制课程与服务方面则存在提高空间。结论感知服务质量的高低直接反映交流项目的满意度及存在的问题,需要管理者采取针对性措施提升质量。

Objective To study and evaluate perceived service quality of talents exchange projects between China and Germany by using ServQual scale. Methods Questionnaires and personal interviews were conducted among exchange staff and related personnel of a university affiliated hospital based on ServQual scale. Results The project was innovative and conformed to the international development direction of the hospital. There were advantages in executive process and macro service quality,but there was still room for improvement in funding support,personalized customized courses and services.Conclusion Perceived service quality directly reflects the satisfaction and problems of the exchange programs,and the managers in charge need to take proactive measures to improve the quality.