公立医院采购社会代理机构服务质量评价研究

Research on the service quality evaluation of social agency services in public hospital procurement

目的:构建公立医院采购社会代理机构服务质量评价体系,为提高公立医院采购工作效率、逐步落实公立医院采购社会代理规范化管理提供参考。方法:基于SERVQUAL理论模型,从有形性、可靠性、响应性、保障性、情感投入等5个维度对公立医院采购社会代理机构服务质量进行分析,采用德尔菲法建立评价指标体系,并利用熵值法对各指标权重进行赋值。结果:形成5个一级指标、19个二级指标的公立医院采购社会代理机构服务质量评价体系;其中,可靠性和保障性指标权重占比最大。结论:本研究所建立的评价指标体系具有一定科学性,可为公立医院采购社会代理机构服务质量评价提供科学合理的参考依据。

Objective:To establish a service quality evaluation system for social agencies involved in public hospital procurement,providing a reference to enhance procurement efficiency and support the standardized management of social agency services in public hospitals.Methods:Based on the SERVQUAL model,the study evaluated the service quality of social agencies in hospital procurement across five dimensions:tangibility,reliability,responsiveness,assurance,and empathy.The Delphi method was used to construct the evaluation index system,and entropy weighting was applied to assign weights to each indicator.Results:A service quality evaluation system was developed with five primary indicators and 19 secondary indicators for social agency services in public hospital procurement.Reliability and assurance carried the highest weight among indicators.Conclusion:The evaluation index system established in this study is scientifically grounded,providing a rational and systematic reference for evaluating the service quality of social agency services in public hospital procurement.