基于SERVQUAL量表和修正IPA分析法的医院服务质量评价研究--以四川省某三级甲等医院为例

Evaluation of hospital service quality based on SERVQUAL scale and modified IPA Method:A case study of a tertiary a hospital in Sichuan province

目的准确了解患者对医院服务满意度评价情况,从而有针对性地提高医疗服务质量。方法基于SERVQUAL量表构建五个维度的评价指标体系,通过对医院患者进行问卷调查,并运用修正IPA分析法将各服务指标表现情况直观地展示出来。结果患者对医院的总体满意度较高,但有四个服务指标需要医院重点改进,同时在服务的移情性上还需要进一步优化。结论 SERVQUAL量表结合修正IPA分析法能够有效地运用于医院医疗服务质量的评价研究上,有助于医院改进薄弱环节和提升服务质量。

Objective To accurately understand the evaluation of patients’satisfaction with hospital services,so as to improve the quality of medical services.Methods The evaluation index system consists of five dimensions based on SERVQUA scale.Through questionnaire survey of hospital patients,the performance of each service index was displayed intuitively by using modified IPA analysis method.Results Patients’overall satisfaction with the hospital is high,but there are four service indicators that need to be improved,and the empathic service needs to be further optimized.Conclusion The SERVQUAL scale combined with the revised IPA analysis method can be effectively used in the evaluation and research of hospital medical service quality,which helps hospitals improve weak links and improve service quality.