民营中医馆服务满意度探究——基于SERVQUAL分析  

Research on service satisfaction of private traditional Chinese medicine clinics——based on SERVQUAL analysis

作　　者：戴璟[1] 吴锡云 张欣[1] 王鑫 杨云娟[2] DAI Jing;WU Xi-yun;ZHANG Xin;WANG Xin;YANG Yun-juan(School of Management and Economics,Kunming University of Science and Technology,Yunnan 650093,China;不详)

机构地区：[1]云南省昆明市昆明理工大学管理与经济学院,云南650093 [2]云南省昆明市云南省疾病预防控制中心

出　　处：《现代预防医学》2021年第21期3911-3914,3929,共5页Modern Preventive Medicine

基　　金：国家自然科学基金(71764014)。

摘　　要：目的对云南省民营中医馆服务质量满意度进行调查,探究中医馆内部服务对满意度的影响因素,为提高中医馆卫生服务建设提出意见。方法采用随机抽样法,对云南省民营中医馆就诊人员进行问卷调查,基于修正SERVQUAL模型量表,采用结构方程研究影响服务满意度的因素。结果就诊患者对中医馆提供的服务和就诊过程所消耗的时间(保证性)以及对治疗费用(经济性)的接受程度方面存在较多不满意,中医馆的硬件设施、就诊环境以及服务提供者的仪表等有形性方面最为满意,其中经济性(β=-0.221)、可靠性(β=0.247)与移情性(β=0.28)对总体满意影响效果最大。结论就诊患者对中医馆提供服务的可靠性、有形性等硬性条件满意,而接受服务的等待环节和相关费用设置方面需要优先重点改进和优化,有助于改进中医馆薄弱环节和提升服务质量。Objective To investigate the service quality satisfaction of private traditional Chinese medicine clinics(TCMC)in Yunnan province,to explore the influencing factors of the internal services of TCMC on satisfaction,and to provide suggestions for improving the health service construction of TCM.Methods A random sampling method was used to conduct a questionnaire survey on the patients in Yunnan province.Based on the revised SERVQUAL model scale,structural equations were used to study the factors affecting service satisfaction.Results The patients were dissatisfied with the time(guarantee)and the acceptance of the treatment cost(economic)of the services provided by the TCM center.The hardware facilities,the medical environment and the service providers of the TCM center were less satisfying.The tangible aspects of the instrument were the most satisfactory,among which economy(β=-0.221),reliability(β=0.247)and empathy(β=0.28)had the greatest impact on overall satisfaction.Conclusion Patients are satisfied with the hard conditions such as the reliability and tangibility of the services provided by the TCM.Optimizing the waiting links and related cost settings for receiving services needs to be taken precedence to help improve the weak links of the TCM and the service quality.

关 键 词：民营中医馆 服务质量 满意度 

分 类 号：R197.6[医药卫生—卫生事业管理]