运用SERVQUAL模型量表评价医疗器械技术跟台服务质量

Evaluation on the follow-up service quality of medical apparatus technology by using SERVQUAL model scale

目的运用服务质量SERVQUAL模型量表评价医疗器械技术跟台服务质量水平,帮助医疗器械企业发现技术跟台服务中存在问题,以制定符合实际工作的解决方案,为企业管理决策提供真实可靠的理论依据。方法应用KMO检验及Bartlett球形检验进行因子分析,监测量表的结构效度;应用一致性信度检验方法Cronbach'sα系数对量表进行效度和信度研究,进一步验证量表的可行性;应用成对样本t检验,验证量表的相关性。结果量表的医生组KMO值为0.955、技术跟台组KMO值为0.942,量表的医生组Bartlett球形检验(χ2=2987.232,P=0.000)、技术跟台组(χ2=1403.525,P=0.000)说明适合因子分析,量表的医生组Cronbach'sα系数为0.985、技术跟台组Cronbach'sα系数为0.952,说明量表设计合理,要较高的效度和信度,成对样本t检验,结果提示保证性维度检验,差异有统计学意义(P<0.05)。结论SERVQUAL模型量表用于评价医疗器械技术跟台服务质量水平具有可靠的效度与信度,能够应用于医疗器械企业技术跟台服务质量评价,可对医疗器械企业管理提供指导。

Objective To evaluate the follow-up service quality level of medical apparatus technology by using service quality(SERVQUAL)model scale and help medical apparatus enterprises find out the problems existing in technical follow-up service,so as to formulate solutions that are in line with practical work and provide real and reliable theoretical basis for enterprise management decision-making.Methods KMO test and Bartlett spherical test were used for factor analysis to monitor the structural validity of the scale.The validity and reliability of the scale were researched by Cronbach'sαcoefficient as the consistency reliability test method,and the feasibility of the scale was further verified.Paired sample T test was used to verify the correlation of the scale.Results The KMO values in the doctor of scale group and the technical follow-up group were 0.955 and 0.942,respectively.And theχ2 values of Bartlett spherical test of the doctor of scale group and the technical follow-up group were 2987.232(P=0.000)and 1403.525(P=0.000),respectively,indicating the suitability of factor analysis.The Cronbach'sαcoefficients in the doctor of scale group and the technical follow-up group were 0.985 and 0.952,respectively,which proved that the scale was designed reasonably and had high validity and reliability.Meanwhile,the results of paired sample t-tests suggested that the guarantee dimension test,with statistically significant difference(P<0.05).Conclusion SERVQUAL model scale has reliable validity and reliability in evaluating the service quality level of medical apparatus technology,which can be applied to the service quality evaluation of medical apparatus enterprises and provide guidance for the management of medical apparatus enterp rises.