网约护理服务质量评价问卷的研制及其信效度检验

Development of evaluation questionnaire of online appointment nursing service quality and its reliability and validity test

目的探索并构建网约护理服务质量评价问卷,为患者及其照顾者客观评价网约护理服务质量提供参考。方法2020年12月-2021年9月,以SREVQUAL模型为理论基础,通过政策调研、专家咨询法、层次分析法等,确定网约护理服务质量评价指标体系的内容和指标权重,经过预调查形成正式问卷,以此问卷对252例患者和主要照顾者进行调查,以检验其信效度。结果2轮专家咨询问卷有效回收率分别为100%和96%,专家权威系数分别为0.79和0.81,Kendall′s W分别为0.180和0.171,差异有统计学意义(P<0.001),通过层次分析法确定指标权重,通过一致性检验,总问卷和各维度的Cronbach′sα系数分别为0.935、0.771、0.822、0.720、0.803及0.756。总体内容效度指数为0.982;5个层面的累计方差贡献率分别为42.718%、45.252%、54.419%、50.444%、50.929%。最终形成的问卷包括有形性、可靠性、响应性、保证性、移情性5个维度的正式问卷共30个条目。结论本研究研制的网约护理服务质量评价问卷具有较高的科学性与可靠性,且具有良好的信效度,可为网约护理服务质量的评价与持续改进提供依据。

Objective To explore and construct a questionnaire to evaluate the quality of online appointment nursing service,and to provide reference for patients and their caregivers to objectively evaluate the quality of online nursing service.Methods From December 2020 to September 2021,on the theoretical basis of SREVQUAL model,the content and weight of the evaluation index system of online appointment nursing service quality were determined by policy research,expert consultation,and analytic hierarchy process,etc.A formal questionnaire was formed after pre-investigation which was used to investigate 252 patients and their main caregivers so as to test its reliability and validity.Results The effective recovery rate of the two rounds of expert consultation questionnaire were 100%and 96%,the expert authority coefficient were 0.79 and 0.81,Kendall's W were 0.180 and 0.171,the difference were statistically significant(P<0.001).The index weight was determined by analytic hierarchy process,and the consistency test was passed.The Cronbach′sαcoefficients of the total questionnaire and each dimension were 0.935,0.771,0.822,0.720,0.803,and 0.756,respectively.The overall content validity index was 0.982.The cumulative variance contribution rate of the five levels were 42.718%,45.252%,54.419%,50.444%,and 50.929%,respectively.The final questionnaire included a total of 30 items in the formal questionnaire from five dimensions of tangibility,reliability,responsiveness,assurance,and empathy.Conclusion The online appointment nursing service quality evaluation questionnaire developed in this study is scientific and reliable,and has good reliability and validity,which can provide a basis for the evaluation and continuous improvement of online nursing service quality.