某中医医院行政感知服务质量的ServQual量表评估研究  

ServQual Scale for Assessment of Perceived Service Quality of Administrative Department in a TCM Hospital

作　　者：车慧[1] 吴丽丽[1] 张允岭 CHE Hui;WU Li-li;ZHANG Yun-ling(Xiyuan Hospital of China Academy of Chinese Medical Sciences,Beijing 100091,China)

机构地区：[1]中国中医科学院西苑医院,北京市100091

出　　处：《现代医院管理》2023年第6期1-5,共5页Modern Hospital Management

基　　金：中国中医科学院西苑医院管理人才培养工程项目(GLRCXX202102)。

摘　　要：目的应用ServQual量表评估某三甲中医综合医院行政部门的服务质量,进一步提升医院整体服务水平。方法根据ServQual模型设计包含5个维度22个单项服务指标的调查问卷。对医院职工进行问卷调查,运用李克特5级评分法进行统计,并采用修正IPA分析法将各单项服务指标进行分析及展示。结果职工对于行政部门的总体服务满意度为4.17分,基于5个维度分析移情性和响应性有待于进一步优化。基于修正IPA分析,有5个指标需要重点改进。结论医院行政感知服务质量有待于改进,建议从完善制度管理机制,优化岗位职责与工作流程,加强技术培训和人才培养,注重意识塑造和职工权益等方面来进行提升。Objective:To evaluate the service quality of the administrative department in a 3A comprehensive hospital of traditional Chinese medicine and further improve the overall service level of the hospital.Method:A survey questionnaire consisting of 5 dimensions and 22 individual service indicators was designed to conduct a survey on hospital employees with the ServQual model.The Likert 5-level scoring method was used for statistics,and the modified IPA analysis method was taken to analyze and display each individual service indicator.Result:The overall service satisfaction of employees towards the administrative department is 4.17 points,and further optimization is needed to analyze empathy and responsiveness based on the five dimensions.According to the revised IPA analysis,the improvement on the 5 indicators needs to be focused on.Conclusion:The quality of hospital administrative perception services needs improvement.It is recommended to improve the system management mechanism,optimize job responsibilities and workflow,strengthen technical training and talent cultivation,and pay attention to the awareness building and employee rights.

关 键 词：SERVQUAL量表 医院 行政部门 感知服务质量 修正IPA分析 措施 

分 类 号：R197[医药卫生—卫生事业管理]