| Objective:To investigate the quality of community service and analyze its relevant factors based on the perspective of elderly check-up population. Factors influencing community service quality will be screen-ed out and corresponding suggestions will be given. And provide reference basis for the assessment of community service quality and level.Methods : The convenient sampling method and Servqual was applied on community service quality assessment for the health check-up of elderly community people. 383 residents above 65 years old were enrolled in our study. Descriptive analysis method used to evaluate community service quality and t test,ANOVA, and logistics analysis used to analyze relevant factors.Results:1. The top 3 of community health service quality expectations of health check-up residents among20 items evaluation were: adequate medical equipment and testing instruments to meet residents need(4.567±0.570), community doctors can provide door-to door follow-up, with(4.559±0.561),doctors willing to explain knowledge concerning disease and treatment(4.507±0.569).2.The bottom 3 of perceived value were: adequate medical equipment and testing instruments(1.773±0.740), doctors willing to explain knowledge concerning disease and treatment(1.919±0.746),community doctors can provide door-to door follow-up(1.864±0.729). The top 3 of perceived value were:the community medical environment was neat and spacious( 4.167±0.698),community medical staff with tidy uniform(3.859±0.706),appealing community appearance(3.734±1.042).3.The top 3 of important items were: timely and reliable community service4.658±0.532), adequate medical equipment(4.538±0.559), reasonable drug price(4.535±0.621).4.Six Dimensions community service quality were respectively tangibility(SQA)-0.585,credibility(SQB)-0.841,assurance(SQC)-0.450, responsivity(SQD)-0.883, empathy(SQE)-1.226, acceptability of cost(SQF)-0.871. SQ and weighted SQ value of Six Dimensions were all negative. The least SQ were score of empathy, credibility and acceptability of cost. SQ of community service quality was-0.809.5. There were 10 factors influenced community service quality include gender(t=-2.529, P<0.05),times of health check-up(F= 6.227,P<0.05),occupation(F= 11.079,P<0.05),month income(F=40.495, P<0.05),self-evaluation of health(F= 23.500,P<0.05),whether visit the community health service for the first time(t=3.777,p<0.05),whether willing to recommend this community health service station to others(t= 2.374,p<0.05),sort of medical treatment insurance(F= 651.629,P<0.05),whether have good knowledge about the service provided by the community(t= 24.914,p<0.05),interpersonal relationship(F=13.699, P<0.05). Except interpersonal relationship, other 9 factors all significantly correlated with the community service quality analyzed by Spearman Correlation Analysis with P<0.05.Futher logistic analysis of the 9 factors found that : Factors influencing overall community perceived service quality from the most to the least were times of health check-up, gender and self-evaluation of health.Conclusion : There was a poor community perceived service quality. Factors influencing overall community perceived service quality from the most to the least were times of health check-up, gender and self-evaluation of health. Populations who took health check-up for the second time had the lowest community perceived service quality. Compared with males, females take community health examination had a lower requirements. Elderly health check-up people who with poor self-evaluation of health had a higher expectation and lower perceived service for the community. |
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