大型三甲医院后勤服务质量评价指标体系构建与实证研究  

Construction and Empirical Study of Evaluation Index System of Logistic Service Quality in a Tertiary Hospital

作　　者：田思源 王金良[1] 邓超[1] 赵伊楠 吴洪亮[1] 孙明月 TIAN Si-yuan;WANG Jin-liang;DENG Chao;ZHAO Yi-nan;WU Hong-liang;SUN Ming-yue(Peking University Third Hospital)

机构地区：[1]北京大学第三医院

出　　处：《医院管理论坛》2023年第7期7-12,共6页Hospital Management Forum

摘　　要：以医院后勤服务质量为研究对象,根据医院后勤实际工作,结合SERVQUAL模型和服务“六性”原则初步建立医院后勤服务质量评价指标体系,借助SPSS工具运用层次分析法确定一级指标权重;通过设计发放问卷,运用熵权法确定一级指标下各二级指标的权重,并计算二级指标的综合权重。最后,在已构建的指标体系的基础上,以北京市某大型三甲医院为例进行实证研究,运用已构建的医院后勤服务质量评价指标体系对其服务质量进行综合评价,并提出该医院后勤服务质量提升的对策和建议。Taking the quality of hospital logistics service as the research object,according to the actual work of hospital logistics,combined with SERVQUAL model and the principle of"six characteristics"of service,the evaluation index system of hospital logistics service quality was initially established.The weight of the first-level index was determined by using analytic hierarchy process(AHP)with the help of SPSS tools.By designing and handing out questionnaires,the entropy weight method was used to determine the weight of each secondary index under the primary index,and the comprehensive weight of the secondary index was calculated.Finally,on the basis of the established index system,taking a large Grade-A tertiary hospital in Beijing as an example,a comprehensive evaluation of its service quality was conducted by using the established index system of hospital logistics service quality.Some countermeasures and suggestions for improving the quality of hospital logistics service were put forward.

关 键 词：医院后勤服务 服务质量 评价指标 

分 类 号：R197.3[医药卫生—卫生事业管理]