基于构建与应用SERVQUAL模型的手术工勤定位平台服务质量评价体系

Construction and Application of Service Quality Evaluation System of Surgical Staff Positioning Platform Based on SERVQUAL Model

以上海市胸科医院为例,基于服务质量(ServiceQuality,SERVQUAL)模型,通过焦点访谈法、半结构化访谈法、德尔菲法构建了手术工勤定位平台服务质量评价体系,阐述了体系的应用效果,得出手术工勤定位平台的硬件设备能够基本符合被访者的使用需求,为医院工勤人员精细化管理提供参考。

Taking the Shanghai Chest Hospital as an example,it constructs a service quality evaluation system for the surgical staff positioning platform based on the Service Quality(SERVQUAL)model by using focus group interviews,semi-structured interviews,and the Delphi method;elaborates on the application effects of the system,concluding that the hardware equipment of the surgical staff positioning platform can basically meet the needs of the interviewees,providing a reference for the refined management of hospital staff.