互联网诊疗服务质量评价量表构建研究

Construction of Internet Diagnosis and Treatment Service Quality Evaluation Scale

目的构建互联网诊疗服务质量评价量表并进行信效度检验。方法以SERVQUAL模型为基础,使用文献回顾、半结构访谈和专家函询法,初步构建互联网诊疗服务质量评价量表。通过预调查保证量表条目语言表述的准确性、通俗性。采用便利抽样法,于2021年1月-2月在北京市某三甲医院按就诊号顺序随机抽取至少互联网诊疗1次的340名门诊患者进行量表调查,并运用SPSS 17.0和AMOS 23.0软件检验量表信效度。结果互联网诊疗服务质量评价量表包括可靠性、便捷性、响应性3个维度共15个条目。探索性因子分析提出3个公因子,累积方差贡献率为49.04%。总量表Cronbach'sα系数为0.899,可靠性维度、便捷性维度和响应性维度的Cronbach'sα系数分别为0.787、0.723、0.610。验证性因子分析结果显示,该量表模型拟合度较好,量表因子结构稳定。结论基于SERVQUAL模型构建的互联网诊疗服务质量评价量表具有较好的信效度,可用于评价互联网诊疗服务质量,从而为医疗机构改进互联网诊疗服务质量提供依据。

Objective To construct an Internet diagnosis and treatment service quality evaluation scale and test its reliability and validity.Methods Based on the SERVQUAL model,by using literature review,semi-structured interviews and expert letter consultation method,the Internet diagnosis and treatment service quality evaluation scale was initially constructed.The pre-survey was used to further ensure the accuracy and understandability of the language expression of the scale entries.Convenience sampling was used to randomly select 340 outpatients with at least once Internet diagnosis and treatment from January to February 2021 in a tertiary hospital in Beijing according to the order of treatment numbers,and the SPSS 17.0 and AMOS 23.0 software were used to test reliability and validity.Results The Internet diagnosis and treatment service quality evaluation scale included 3 dimensions of reliability,convenience,and responsiveness,with a total of 15 items.Exploratory factor analysis put forward 3 common factors,and the cumulative variance contribution rate was 49.04%.The Cronbach'sαcoefficient of the total scale was 0.899,and the Cronbach'sαcoefficients of the reliability dimension,convenience dimension and responsiveness dimension were 0.787,0.723,and 0.610,respectively.The confirmatory factor analysis results showed that the scale model had a good fit and the scale factor structure was stable.Conclusion The Internet diagnosis and treatment service quality evaluation scale based on the SERVQUAL model had good reliability and validity.It can be used to evaluate the quality of Internet diagnosis and treatment services and provided a basis for medical institutions to improve the quality of Internet diagnosis and treatment services.