| 谷晓玲,温晓燕,樊现岗.基于服务质量差距模型的某中医院住院患者护理服务满意度调查研究[J].上海护理,2021,21(10): |
| 基于服务质量差距模型的某中医院住院患者护理服务满意度调查研究 |
| Study on satisfaction investigation of hospitalized patients in a Chinese medicine hospital based on the gap model of service quality |
| 投稿时间：2019-11-22 修订日期：2021-10-07 |
| DOI： |
| 中文关键词: 服务质量 差距模型 护理 满意度 |
| 英文关键词:Service quality Gap model Nursing Satisfaction |
| 基金项目:天津中医一附院创新基金 |
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| 摘要点击次数: 2679 |
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| 中文摘要: |
| 目的：应用通过服务质量差距模型了解、分析住院患者的护理服务满意度和服务需求，为提出医疗服务改进措施的提出提供依据。方法：依据服务质量差距模型，结合医院工作实际，在文献分析及专家咨询的基础上设计住院患者护理服务满意度调查问卷，并进行实际调查。结果：住院患者对护理服务满意度的感知低于期望。同时患者在护理服务的感知质量评价中，对移情性感知最高，对有形性感知最低；在护理服务的期望质量评价中，对移情性期望最高，对响应性期望最低。结论：基于服务质量差距模型应用在住院患者的护理服务质量评价中的住院患者护理服务满意度调查是可行的，且能帮助中医院的管理者在改善护理服务中提供依据。 |
| 英文摘要: |
| Objective: To put forward the improvement measures and suggestions by understanding and analying the inpatient satisfaction and service demand. Methods: According to the service quality gap model, combined with the actual work of the hospital, based on the literature analysis and expert consultation, the inpatient nursing service satisfaction questionnaire was designed and the actual investigation was conducted. ResultsESULTS: Inpatients' perception of satisfaction with care services was lower than expected. At the same time, it shows that the patient has the highest perception of empathic evaluation and the lowest physical perception in the perceived quality of nursing service. In the expected quality evaluation of nursing service, the expectation of empathy is the highest and the expectation of responsiveness is the lowest. Conclusion: The service quality gap model is feasible in the evaluation of nursing service quality of inpatients and can help managers to provide evidence for improving nursing services. |
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