Research On Healthcare Service Quality Assessment In The Perspective Of Customer

As society advances, the increase of population health needs, people are increasingly conscious choice to hospital, hospital service quality is good or bad, become the focus of attention. Hospital service quality evaluation is an important part of hospital quality management. With the quality of hospital service content in-depth development and biological - psychological - the establishment of social medical model, it is necessary to the quality of hospital services content and evaluation methods to draw new boundaries. Quality evaluation of hospital services is conducive to staff technical capacity to play, to prevent and control the occurrence of medical risk; conducive to the full utilization of existing health resources, reduce costs, improve efficiency and effectiveness; help to improve treatment to patients satisfaction, promote improve people's health. However, for hospital service quality management to the study is relatively slow, and in this one, the hospital service quality assessment and quantitative research has been a problem.First, the paper quality and evaluation of hospital services, the theory of literature was comprehensively reviewed and analyzed the concept of hospital quality of service production, service quality dimensions of the hospital to do a basic summary, and based on a combination of hospital service features, given the definition of hospital services, while health care quality and the quality of hospital services made a distinction between concept and content.Secondly, this five dimensions of service quality attributes PZB, based on evaluation of the use of SERVQUAL model and industry characteristics in our country hospitals, designed to assess quality of hospital services in our survey, construction of hospital service quality evaluation. Using item analysis and the deletion of the original indicators, and indicators of the reliability and validity was examined by using factor analysis on the index system of the five dimensions of structural adjustment, while the use of regression analysis is given for each dimension degree and the weights of subordinates. Construction and evaluation applied to Zhenjiang A hospital, on hospital quality of service A to service quality assessment. For its service quality management in some of the key issues, put forward specific measures and suggestions.This study hospital for further evaluation of service quality, better service quality to improve the hospital provides a scientific basis and theoretical reference.