| 王洁,蔡崔春,巫海娣,郭妍,刘冬梅,沈龙芳,田甜.基于SERVQUAL模型与IPA分析法的护理临床教学服务质量评价研究——以江苏省某三级老年医院为例[J].上海护理,2026,26(5): |
| 基于SERVQUAL模型与IPA分析法的护理临床教学服务质量评价研究——以江苏省某三级老年医院为例 |
| Research on the Evaluation of Clinical Teaching Service Quality Based on SERVQUAL Model and IPA Analysis—Taking a Tertiary Geriatric Hospital in Jiangsu Province as an Example |
| 投稿时间：2025-05-05 修订日期：2026-05-01 |
| DOI： |
| 中文关键词: SERVQUAL模型 重要性-绩效分析 护生 教学服务质量 期望感知模型 |
| 英文关键词:SERVQUAL Model Importance-performance analysis(IPA) Nursing student Educational service quality Expectation-perception model |
| 基金项目:南京医科大学第四临床医学院教育研究课题(SLYB202 3-03),2024年江苏省卫生健康委医学科研项目(Z2024007) |
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| 中文摘要: |
| 目的: 运用SERVQUAL模型与IPA分析法,从护生视角了解护理临床教学服务质量的评价情况,剖析教学服务现存问题,探讨改进措施。方法: 基于SERVQUAL模型设计调查问卷,共5个维度22个条目,每个条目均有“期望值”与“感知值”2个分值,测评某三级老年医院123名护生对护理临床教学服务的期望与感知,评价教学服务质量,并绘制IPA二维象限图,识别临床教学服务薄弱环节。结果: 护生对护理临床教育服务质量的期望均值为4.48,感知均值为4.16,差值均值为-0.32。IPA分析提示及时解决实习生遇到困难、提升带教老师沟通及因材施教能力是临床教学服务质量的改进重点。结论:SERVQUAL模型与IPA分析法能够明确临床教学质量需亟待改进的关键问题,有助于提升护理临床教学质量,加快老年护理人才培养。 |
| 英文摘要: |
| Objective:Grounded on the SERVQUAL model and IPA analysis, the present study aims to explore, from the perspective of nursing students, their evaluations of clinical teaching service quality. By identifying existing problems, it further seeks to propose targeted improvement measures. Methods:Based on SERVQUAL model,the Evaluation Scale for Clinical Teaching Service Quality was designed.Comprising 5 dimensions and 22 items.This scale was applied to assess the expected (E) and perceived (P) values of clinical teaching services among 123 nursing students in a tertiary geriatric hospital. The IPA analysis was employed to construct a two-dimensional quadrant diagram to pinpoint the vulnerable aspects of clinical teaching services. Results: The mean expected value of educational service quality was 4.48, the mean perceived value was 4.16, and the mean difference was -0.32. IPA analysis indicates that promptly addressing difficulties encountered by interns, improving the communication skills of teaching instructors, and tailoring teaching methods to individual needs are key points for enhancing the quality of clinical teaching services. Conclusions: The SERVQUAL model and IPA analysis method can effectively identify critical issues that need urgent improvement in clinical teaching quality, thereby contributing to the enhancement of nursing students" clinical education and accelerating the training of geriatric nursing professionals. |
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