基于SERVQUAL的乡镇卫生院健康服务质量评价模型研究  

The evaluation model for health service quality of township health centers based on SERVQUAL

作　　者：李世博[1] 丁淑贞[1] 付馨瑶[1] 李丹[1] 高筱琪 LI Shibo;DING Shuzhen;FU Xin;LI Dan;GAO Xiaoqi(Zhongshan College of Dalian Medical University,Dalian,Liaoning 116085,China)

机构地区：[1]大连医科大学中山学院,辽宁大连116085

出　　处：《中国农村卫生事业管理》2020年第2期87-93,共7页Chinese Rural Health Service Administration

摘　　要：该研究探索构建适用于乡镇卫生院健康服务质量评价的指标,为研究乡镇卫生院服务质量提供一个最基本的理论方法。研究在SERVQUAL模型的基础上,结合乡镇卫生院健康工作开展的实际情况进行量表设计,最终确立了有形性、可靠性、响应性、移情性4个维度,采用20个指标对乡镇卫生院健康服务质量进行测量。为评价乡镇卫生院服务质量现状,分析其服务质量水平的高低和具体改进措施提供科学、有效依据。This paper explored and determined the indicators for health service quality evaluation in township health centers, which provided a basic theoretical method for studying the service quality of township health centers. On the basis of SERVQUAL model, scale design was carried out based on the actual situation of health work in township health centers. Finally, four dimensions of tangibility, reliability, responsiveness and empathy were established and a total of 20 indicators were used for the measurement of the health service quality of township health centers, which provided scientific and effective basis for the status quo evaluation of service quality of township health centers as well as the analysis of service quality and specific improvement measures.

关 键 词：健康服务质量 SERVQUAL模型 乡镇卫生院 

分 类 号：R197[医药卫生—卫生事业管理]