基于SERVQUAL模型网约护理服务质量评价指标体系的构建

Construction of network contract nursing service quality evaluation index system based on SERVQUAL model

目的:构建科学、完善的网约护理服务质量评价指标体系,为病人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月至2021年6月以SREVQUAL模型为理论基础,通过政策调研、文献回顾、质性访谈、专家咨询法,确定网约护理服务质量评价指标体系的内容,并结合层次分析法,确定指标权重。结果:2轮专家咨询问卷有效回收率分别为100%、96%,专家权威系数分别为0.79、0.81,肯德尔和谐系数分别为0.180、0.171,差异有统计学意义(P<0.01)。最终形成的评价指标体系包括5项一级指标、12项二级指标、34项三级指标。结论:基于SERVQUAL模型构建的网约护理服务质量评价指标体系具有较高的科学性与可靠性,可为网约护理服务质量的评价与持续改进提供依据。

Objective To construct a scientific and systematic evaluation index system of network contract nursing service quality,and provide reference for patients and their caregivers to objectively evaluate network contract nursing service quality.Methods Based on the SERVQUAL model from December 2020 to June 2021,the contents of the evaluation index system of network contract nursing service quality were determined through policy research,literature review,semi-structured interview and expert consultation,and the weight of the index was determined by combining the analytic hierarchy process.Results The effective recovery rates of the two rounds of expert consultation questionnaires were 100%and 96%,the expert authority coefficient was 0.79 and 0.81,and the Kendall coefficient of concordance was 0.180 and 0.171,respectively,the difference was statistically significant(P<0.01).The final evaluation index system consisted of 5 first-level indicators,12 second-level indicators and 34 third-level indicators.Conclusions The evaluation index system of network contract nursing service quality based on SERVQUAL model is scientific and reliable,which can provide a basis for the evaluation and continuous improvement of network contract nursing service quality.