SERVQUAL模型构建重庆市养老机构照护服务的质量评价指标  

Construction of care service quality evaluation indicator for elderly institution in Chongqing based on SERVQUAL Model

作　　者：李培[1] 沈军[1] 

机构地区：[1]重庆医科大学护理学院,400016

出　　处：《中国实用护理杂志》2014年第21期15-19,共5页Chinese Journal of Practical Nursing

基　　金：基金项目：重庆市科技攻关计划项目（cstc2012gg-yyjs10050）

摘　　要：目的构建重庆市养老机构照护服务质量评价指标并确定各指标权重。方法以SERVQUAL模型为指导，采用Delphi法确立评价指标，通过层次分析法计算各指标权重并进行指标一致性检验。结果确立了重庆市养老机构照护服务质量评价5个一级指标、20个二级指标。其中一级指标分别为“有形性”“可靠性”“响应性”“安全性”“移情性”。各级指标一致性比率（CR）均〈0．10，具有满意的一致性检验结果。结论构建重庆市养老机构照护服务质量评价指标的方法较科学，指标较全面，可在一定程度上提高养老机构的照护服务质量，为养老机构照护质量评价提供一定的参考依据。Objective To set up care service quality evaluation indicators and establish weight coef- ficient for assessment of elderly institution in Chongqing. Methods SEVQUAL Model was used as the theoretical guidance, through Delphi expert inquiry, analytic hierarchy process （AHP）, the weight of each indicator in five grades and consistency check was calculated. Results The care service quality evaluation indicators contained five first-grade indexes and twenty second-grade indexes. The first-grade indexes included tangibles, reliability, responsiveness, assurance, empathy, respectively. The results of the consisten-cy check of the single grade sorts had a satisfying consistency（CR〈0.10）. Conclusions The scientific meth-ods and comprehensive indicators were applied to the construction of care service quality e-valuation indicators for elderly institution in Chongqing. In some degree, this construction of indicators may improve quality of care service and provide useful reference evidence for quality assessment in elderly in-stitution.

关 键 词：养老机构 照护服务 质量评价 指标权重 

分 类 号：R197.6[医药卫生—卫生事业管理]