基于SERVQUAL的专业体检机构服务质量测量  

A Study on Service Quality Measurement of Professional Physical Examination Based on SERVQUAL

作　　者：陶然[1] 徐哲[1] 

机构地区：[1]北京航空航天大学经济管理学院,北京100191

出　　处：《工业工程》2014年第4期103-110,138,共9页Industrial Engineering Journal

基　　金：国家自然科学基金面上项目(71271019)

摘　　要：SERVQUAL量表是服务质量测量最具权威性的基本框架,但其在各具体服务行业的适用性具有局限性。本文将其运用到专业体检机构服务质量的测量当中,进一步发展了SERVQUAL的应用领域。通过文献调研初步提取理论评估指标,基于行业专家的调查结果,对评估指标进行实证遴选。通过对体检者问卷调查结果的信度、效度及因子分析,建立了包括6个维度、28个指标的专业体检机构服务质量测量模型。针对某专业体检机构的应用研究表明,应优先在移情性、专业性、响应性方面改进专业体检服务质量,由单一体检向健康管理方向改进、由单纯经营向专业研究方向改进、由被动接受向主动市场挖掘方向改进。The SERVQUAL model is the most authoritative framework for measuring service quality. However, disputes arise on its applicability with specific service industry. The model is applied to the processional physical examination service so as to develop its application field. Indexes are chosen from literature and further selected by experts in the industry. An evaluation model of professional physical examination （PE） service quality with six dimensions and 28 items is established by using reliability and validity analysis and factor analysis of questionnaires. At last, the application research shows a high priority of improving PE service quality in terms of empathy, profession, and responsiveness. The PE service in the future needs to transfer from single physical examination to health management, from simple operation to professional research, and from passive acceptance to active market development.

关 键 词：专业体检服务 服务质量 SERVQUAL量表 探索性因子分析 验证性因子分析 

分 类 号：C93[经济管理—管理学]