互联网中医医院信息服务质量评价指标体系构建研究  

Research on the construction of evaluation index system of information service quality of Internet traditional Chinese medicine hospital

作　　者：丁雨薇 翟兴 王沁翔 寇金萌 佟金铎 DING Yuwei;ZHAI Xing;WANG Qinxiang;KOU Jinmeng;TONG Jinduo(School of Management,Beijing University of Chinese Medicine,Beijing,102401,PRC)

机构地区：[1]北京中医药大学管理学院,北京市102401

出　　处：《中国医院》2022年第5期23-27,共5页Chinese Hospitals

基　　金：北京中医药大学中央高校基本科研业务费重点攻关项目(2020-JYB-ZDGG-070);北京中医药大学校级科研纵向发展基金项目(2020-ZXFZJJ-081)。

摘　　要：在SERVQUAL模型和E-SERVQUAL评价模型的基础上,结合国内互联网中医医院信息服务质量的主要特点,构建互联网中医医院信息服务质量评价指标体系。采用问卷调查的方式进行调研,利用SPSS对评价指标假设模型图进行验证分析,最后计算评价指标的权重。最终构建了包含有形性、保证性、移情性、隐私性、响应性、交互性、中医特色、全面性8项一级指标、40项二级指标的互联网中医医院信息服务质量评价指标体系。On the basis of SERVQUAL model and E-SERVQUAL evaluation model,combined with the main characteristics of domestic Internet Chinese medicine hospital information service quality,the evaluation index system of Internet Chinese medicine hospital information service quality is constructed.The survey was carried out by means of a questionnaire survey,and SPSS was used to verify and analyze the hypothetical model diagram of the evaluation indicators,and finally the weights of the evaluation indicators were calculated.Finally,an evaluation index system of Internet TCM hospital information service quality was constructed,including 8 first-level indicators and 40 second-level indicators of tangibility,assurance,empathy,privacy,responsiveness,interactivity,TCM characteristics,and comprehensiveness.

关 键 词：互联网中医医院 信息服务 质量评价 指标体系 SERVQUAL模型 

分 类 号：R197.4[医药卫生—卫生事业管理]