基于SERVQUAL模型的临床医学硕士专业学位研究生教育服务质量调查  

SERVQUAL model-based investigation of education service quality for professional master's students in clinical medicine

作　　者：余露 秦永杰 姜振东 白杨 何亚 兰发璋 钟诚 Yu Lu;Qin Yongjie;Jiang Zhendong;Bai Yang;He Ya;Lan Fazhang;Zhong Cheng(Department of Otorhinolaryngology,The First Affiliated Hospital of Army Medical University,Chongqing 400038,China;Teaching Evaluation Center,Army Medical University,Chongqing 400038,China)

机构地区：[1]陆军军医大学第一附属医院耳鼻咽喉科,重庆400038 [2]陆军军医大学教学考评中心,重庆400038

出　　处：《中华医学教育探索杂志》2024年第4期465-470,共6页Chinese Journal of Medical Education Research

基　　金：中国学位与研究生教育学会研究课题面上项目(2020MSA73)。

摘　　要：目的基于SERVQUAL(Service Quality)模型对重庆市某三甲医院的临床医学硕士专业学位研究生进行调查,深入分析教育服务的现状及问题并探讨改进措施。方法基于SERVQUAL模型设计5个维度、共30个题项的调查问卷,每个题项均有“期望值”与“感知值”2个分值,以2022年上半年重庆市某三甲医院在读临床医学硕士专业学位研究生为研究对象,测评研究生对教育服务的期望值(expectation service quality,E)与感知值(perceived service quality,P),计算服务质量(service quality,SQ)。用SPSS 26.0进行问卷的信度分析和效度分析、描述性统计分析。采用二维象限图分析测评结果。结果共回收有效问卷263份,有效率97.77%。期望量表和感知量表α系数均高于0.8,KMO值>0.7,问卷的信度和效度较好。教育服务质量的期望均值为4.28,感知均值为3.96,差值均值为-0.32;除“提供整洁的工作装”一项外,其余题项的SQ均为负值。二维象限分析结果显示,6个题项位于象限Ⅲ即“低期望低感知区”,7个题项位于象限Ⅳ即“高期望低感知区”。结论基于SERVQUAL模型的评价量表能较好地分析临床医学硕士专业学位研究生教育服务中存在的问题并提出解决策略,为提升教育服务质量提供重要参考。Objective To conduct a survey of the current status of education service offered to professional master's students in clinical medicine in a grade-A tertiary hospital in Chongqing,China based on the SERVQUAL model,and to discuss the problems with education service as well as measures for improvement.Methods Based on the SERVQUAL model,a questionnaire consisting of 30 items in 5 dimensions was designed.Each item was rated for an expected score and a perceived score.Medical professional master's students in a Chongqing grade-A tertiary hospital in the first half year of 2022 were surveyed for the expected and perceived quality of education service to calculate service quality(SQ).SPSS 26.0 was used for reliability and validity analyses and descriptive statistical analyses.The results were analyzed using a two-dimensional quadrant graph.Results A total of 263 valid questionnaires were returned,with an effective response rate of 97.77%.For both the expectation scale and the perception scale,the Cronbach'sαvalues were>0.8,and the Kaiser-Meyer-Olkin values were>0.7,indicating good reliability and validity.The mean expected value of education service quality was 4.28,the mean perceived value was 3.96, and the mean gap value was -0.32. The SQ scores for all the items were negative, except for "provideneat suits for work". The two-dimensional quadrant analysis showed that 6 items were located in quadrant III(low-expectation and low-perception area), and 7 items were located in quadrant IV (high-expectation andlow-perception area). Conclusions The evaluation scale based on the SERVQUAL model can effectivelyreflect problems in postgraduate education for medical master's students, helping develop strategies toimprove the quality of education service.

关 键 词：临床医学硕士专业学位研究生 教育服务质量 期望感知模型 SERVQUAL模型 

分 类 号：R-4[医药卫生]