基于SERVQUAL模型的医疗服务质量实证研究

Empirical Study on Medical Service Quality Based on SERVQUAL Model

我国当前医疗事故频发、过度诊疗等问题日益突出。为了全面实施"健康中国战略",如何提高医疗服务质量尤为关键。本论文以SERVQUAL模型为理论基础设计了医疗服务质量评价量表,对某市五家医院的医疗服务质量进行了实证研究。研究结果表明:医疗服务的接受者患者与医疗服务的提供者医务人员对医疗服务质量的期望与感知之间均存在显著差距。结合IPA分析结果,分别从医院与医务人员、政府等方面提出了提升医疗服务质量的对策建议。

Medical problems in our country,such as frequent medical accidents and excessive medical treatment,have become increasingly prominent.In order to fully implement the"Healthy China Strategy",how to improve the quality of medical service is especially critical.Using the medical service evaluation scale based on SERVQUAL model,we study the medical service quality of five hospitals in a City.The research results show that there are significant gaps between patients’expectations and perceptions of medical service quality,and there are also significant gaps between medical staff’s expectations and perceptions.Combined with IPA analysis results,we put forward suggestions to improve the quality of medical service from hospitals,medical staff,and the government.