Research On Service Quality Evaluation Of Medicalsupport-Community-Based Community Aged Institutions Based On SERVQUAL

Objectives Taking SERVQUAL model as reference,a quality evaluation system was built for measuring the service of community-based elderly care institutions that provide medical and health care,then forms questionnaires.Analyzing the evaluation results of various indicators and inspect the evaluation index system through empirical analysis,thus providing suggestions for improvement of service quality of such institutions.Methods The Delphi expert consultation method were used to construct an evaluation index system for the service quality of the community-based elderly care institution.Then the weight of each indicator was determined by analytic hierarchy process.Forming a questionnaire and investigating community-based care and support institution in Shijiazhuang.The data was analyzed by using Excel 2016,SPSS 22.0 and other software.Results Firstly,an evaluation system was built,which contains 4 first-level indicators and 20 second-level indicators.Secondly,each indicator's weight was calculated.That is,basic living services accounts for 0.338;entertainment activities accounts for 0.218;medical care for 0.299;and business management for 0.145.The reliability and validity of the questionnaire is credible.Thirdly,after empirical study on community-based elderly care institutions in Shijiazhuang that provide medical and health care,the following results was arrived that the overall score is 3.368,scores of service quality in terms of basic living services,business management,entertainment activities and medical care are 3.458?3.404?3.382?3.237 respectively.Conclusions The service quality evaluation index system of the integrated medical and nursing community aged care institution perform well,which is feasible.The empirical results show that the overall service quality of Shijiazhuang's community-based elderly care institutions is normal.To improve the service quality of these community-based elderly care institutions that provide medical and health care,5 special suggestions was put forward in providing targeted services.These suggestions are raising awareness of service quality among old people,regulating service costs by standard,building a team of talents and improving medical care service.Figure 1;Table 16;Reference 54...