基于感知服务理论的医院健康管理中心检中服务质量提升研究

Service quality improvement in hospital physical examination centers based on perceived service quality theory

目的准确了解体检者对健康管理中心检中服务的真实感受和潜在需求,从而有针对性地提高检中服务质量。方法偶遇抽取大连医科大学附属第二医院健康管理中心的250名体检者。以感知服务理论为基础,采用Servqual模型量表,从有形性、可靠性、响应性、保证性、移情性5个维度25项评价条目对健康管理中心检中服务质量进行测评,评价体检者对检中服务质量的期望值和感知值,计算服务质量测评值(SQ),并使用二维象限图分析调查结果。结果本次调查共回收有效问卷234份,有效回收率为93.6%。234名体检者年龄(42.0±7.3)岁,其中男性114人(48.7%),女性120人(51.3%)。Servqual量表评价结果显示,SQ为-0.44分,期望值为4.45分,感知值为4.01分。25项评价条目中,只有1项评价条目(健康管理中心的便民服务齐全)SQ为正值,其余24项评价条目SQ均为负值,25项评价条目的服务质量平均感知值都在3.5分以上。二维象限图分析结果显示,7个条目位于象限Ⅰ“魅力区域”中,体检者的期望值与感知值均高于平均值;6个条目位于象限Ⅱ“惊喜区域”中,体检者期望值低于平均值而感知值高于平均值;7个条目位于象限Ⅲ“潜能区域”中,体检者的期望值与感知值均低于平均值;5个条目位于象限Ⅳ“改进区域”中,体检者期望值高于平均值而感知值低于平均值。结论体检者对大连医科大学附属第二医院健康管理中心检中服务各个属性的期望值均较高,感知值与期望值存在差距,应结合二维象限图中的4个区域有针对性地提高服务水平,提升健康管理中心竞争力。

Objective To obtain an accurate understanding of the true perceptions and potential needs of physical examination population on the services provided by the health management center,so as to improve the quality of the services provided.Methods All of 250 subjects were randomly selected from those who underwent physical examinations in the health management center of the second affiliated hospital of Dalian medical university.Based on the perceived service quality theory,the Servqual model scale was to evaluate the service quality with five dimensions and 25 items for tangibility,reliability,responsiveness,assurance,and empathy.This measure can be used in service quality evaluation,evaluation of physical examinations to the expectations of service quality,and perceived value in the screening,and computing service quality measurement value(SQ).A two-dimensional quadrant diagram was used to analyze the results of the survey.Results A total of 234 valid questionnaires were collected with an effective recovery rate of 93.6%.The mean age of the 234 physical examinees was 42.0±7.3 years,including 114 males(48.7%)and 120 females(51.3%).The results of the Servqual scale showed that SQ was-0.44,expectation was 4.45,and perceived value was 4.01.Of the 25 evaluation items,only 1 evaluation item(complete convenience of services of the health management center)SQ was positive,while the other 24 evaluation items were all negative.The average perceived value of service quality of the 25 evaluation items were higher than 3.5.As per the two-dimensional quadrant diagram analysis,7 items in quadrantⅠwere in the“charm”area,and the expectation of the medical and perceived values were higher than average;6 items located in quadrantⅡwere in the“surprise”area,and the medical expectation and perception values were higher than average and below average;7 items in quadrantⅢwere in the“potential”area,while the expectation of the physical examination and perception values were lower than average;5 items were in the quadrantⅣ“region”area,while physical examination expectations than average perception value is lower than the average.Conclusion The expectations of physical examinees based on each attribute of the service in the health management center of our hospital is high,and there is a gap between the perceived value and the expected value.Therefore,the service level should be improved according to the four regions in the two-dimensional quadrant diagram to enhance the brand competitiveness of the health management center.