基于未来社区健康场景的服务质量关键驱动因素研究——以杭州市为例  

Research on the Key Driving Factors of Service Quality Based on Future Community Health Scenarios Sampled with Hangzhou

作　　者：王文婷 任建萍 周冯晨 刘克宁 汪胜 乐燕娜 Wang Wenting(Affiliated Hangzhou First People's Hospital,Westlake University School of Medicine,Hangzhou,P.R.China)

机构地区：[1]西湖大学医学院附属杭州市第一人民医院,浙江杭州310006 [2]杭州师范大学公共卫生学院 [3]浙江中医药大学第二临床医学院 [4]杭州师范大学护理学院 [5]杭州市职业病防治院

出　　处：《中国卫生事业管理》2025年第2期146-149,234,共5页Chinese Health Service Management

基　　金：国家自然科学基金面上项目“基于目标成就评量的社区中医药健康管理服务评价及优化策略研究”(71874047);浙江省中医药科技计划项目“基于未来社区健康场景的基层中医药健康服务能力评价研究”(2023ZF034);杭州市哲学社会科学规划项目“基于SERVQUAL-IPA模型的杭州市未来社区健康服务质量评价研究”(M23YD036)。

摘　　要：目的:以杭州市为例,分析基于未来社区健康场景服务质量的关键驱动因素,并提出服务质量提升策略。方法:2023年9月~2024年2月,采用分层抽样方法,对杭州市首批已验收通过的6个未来社区的552位居民进行问卷调查,问卷内容包括居民人口学信息以及对未来社区健康服务质量35个测量条目的感知重要性和感知绩效,采用Likert5级评分,对数据进行描述性分析,配对样本比较采用t检验,P<0.05为差异有统计学意义。采用重要性矩阵分析(IPA)明确未来社区健康场景的服务质量关键驱动因素。结果:纳入有效问卷共552份,居民对未来社区健康服务质量感知重要性均分为4.44±0.51,感知绩效均分为3.98±0.36,有形性、可靠性、响应性、保证性、移情性五个维度的重要性和感知绩效得分差异有统计学意义(P<0.001),且均值差均为负数,响应性的均值差最小,为-0.20分,保证性的均值差最大,为-0.62分。矩阵分析结果显示,“‘一站式’科学健身指导”“智慧养老健康监测”“老年人健康监测预警”“医疗服务能力”“智能化技术掌握能力”“运动康复能力”“心理疏导、人际关系与社会支持”“上门服务”等8个指标是未来社区健康场景服务质量的关键驱动因素。结论:未来社区健康场景的服务质量与居民的期望值之间还存在差距,未来应重点加强体医融合,完善全民健身体系;创新智慧监测手段,提升健康预警能力;建立情感链接,培育社区社会资本。Objective To analyze the key driving factors of service quality based on future community health scenarios in Hangzhou,and propose improvement strategies.Methods From September 2023 to February 2024,a questionnaire was conducted on 552 residents chosen from the first accepted six future communities in Hangzhou by using a stratified sampling method.The questionnaire included the main demographic information,and the perceived importance and actual performance of 35 items of service quality in future community health scenarios,which was scored by Likert 5.Descriptive analysis was carried out and paired samples were compared by t-test.Data were analyzed using the IPA matrix to derive key service quality drivers based on future community health scenarios.Results A total of 552 valid questionnaires were finally included.The mean score of the perceived importance of the future community health service quality expected by the residents was 4.45±0.51,and the mean score of the actual perceived quality was 3.99±0.36.The differences in the scores of importance and perceived performance of the five dimensions of tangibility,reliability,responsiveness,assurance and empathy were statistically significant(P<0.001),and the difference in the mean values were all negative,with the smallest mean difference of-0.20 points for responsiveness and the largest mean difference of-0.62 points for assurance.The results of the matrix analysis showed that 8 indicators as‘one-stop scientific fitness guidance',‘smart elderly health monitoring',‘elderly health monitoring and early warning',‘medical service capability',‘intelligent technology mastery capability',‘exercise rehabilitation capability',‘psychological counseling,interpersonal relationship,and social support',and‘home service'were the key drivers of service quality in the future community health scene.Conclusion There is a gap between the quality of future community health services and the expectations of residents.It is suggested in the future to focus on the integra

关 键 词：未来社区 健康场景 关键驱动因素 服务质量 SERVQUAL模型 

分 类 号：R197.1[医药卫生—卫生事业管理]