基于SERVQUAL模型的口腔护理临床教学服务质量评估体系的构建  

Construction of evaluation system of oral nursing clinical teaching service quality based on SERVQUAL model

作　　者：唐亚[1] 高素玉 唐裴裴 王宇群[2] 朱海艳 吴红梅[2] TANG Ya;GAO Suyu;TANG Peipei;WANG Yuqun;ZHU Haiyan;WU Hongmei(The Department of Pediatric Dental Prevention,Nanjing Medical University Affiliated Stomatological Hospital,Nanjing 210000,China;Nursing Department,Nanjing Medical University Affiliated Stomatological Hospital,Nanjing 210000,China)

机构地区：[1]南京医科大学附属口腔医院儿童口腔预防口腔科,江苏南京210029 [2]南京医科大学附属口腔医院护理部,江苏南京210029

出　　处：《医药高职教育与现代护理》2023年第3期208-212,共5页Medical Higher Vocational Education and Modern Nursing

基　　金：南京医科大学科技发展基金(NMUSN202002)。

摘　　要：目的构建基于SERVQUAL模型的口腔护理临床教学服务质量评价体系。从而能够更为客观而全面地评价教学服务质量,充分体现护生在培训过程中期望与真实感知的差距。方法课题小组通过查阅文献,整理分析后初步拟定基于SERVQUAL模型的问卷框架。并通过小组讨论形成初步设定质量评价的各项指标,运用Delphi法对15名专家进行咨询,通过两轮咨询,构建最终口腔护理临床教学的质量评价体系。结果形成包含5个一级指标、12个二级指标、28个三级条目的评估体系。两轮专家咨询问卷回收率均为100%,专家权威系数为0.90,第2轮肯德尔和谐系数0.228,高于第1轮0.160。RI值为1.667,CR值<0.01。结论该研究构建的基于SERVQUAL模型的口腔护理临床教学质量评估体系具有较强的科学性、可靠性和实用性,可为提升临床护理带教质量提供参考。Objective To construct a clinical teaching quality evaluation system of oral nursing based on SERVQUAL model.Therefore,it could evaluate the teaching quality more objectively and comprehensively,and fully reflect the gap between the expectation and real perception of nursing students in the training process.Methods The research group initially developed a questionnaire framework based on SERVQUAL model after reviewing the literature and analyzing.Through group discussion,the indexes of quality evaluation were preliminarily set up,and 15 experts were consulted by Delphi method.Through two rounds of consultation,the quality evaluation system of clinical teaching of oral nursing was constructed.Results An evaluation system including 5 first-level indicators,12 second-level indicators and 28 third-level items were formed.The recovery rates of the two rounds of expert consultation questionnaires were 100%.The expert authority coefficient was 0.90.The second round of Kendall harmony coefficient was 0.228,which was higher than the first round of 0.160.RI value was 1.667,CR value was<0.01.Conclusions The clinical teaching quality evaluation system of oral nursing based on SERVQUAL model constructed in this study has strong scientificity,reliability and practicability,which can provide reference for improving the quality of clinical nursing teaching.

关 键 词：SERVQUAL模型 德尔菲法 口腔护理 临床教学 评价体系 

分 类 号：R47-4[医药卫生—护理学] C975[医药卫生—临床医学]