Study On Service Quality Evaluation And Improvement Strategy Of Internet Hospitals: A Case Study Of Shandong Province

With the emergence of the Internet + economic form,the realization form of the single entity service scenario has changed.For the medical industry,many traditional entities are limited by space and can only provide medical services for the public in offline Settings.Now,with the rapid development of Internet + economic form,medical institutions can rely on the advanced information technology advantage to create the Internet medical service mode.The emergence of this new service mode will promote the pattern of medical services in our country and optimize,adjust and utilize resources.However,with the rapid development of Internet hospitals,patients do not get stable and high standard services online simultaneously.Therefore,it is necessary to build a service quality evaluation system to find the shortcomings in the service process of Internet hospitals,so that hospital managers can make targeted improvements to enhance the service level and patient satisfaction of Internet hospitals.So as to better realize the optimal utilization of medical resources.Through literature research,case analysis,questionnaire survey,Delphi method,quantitative analysis and other main research methods,this thesis takes Internet hospitals as the research object and the operation of Internet hospitals in Shandong Province as an example to carry out a study on the evaluation and improvement strategy of Internet hospital service quality.Firstly,the research background and significance of this thesis are sorted out,and the research methods and content system of this thesis are clarified.In terms of related concepts,it describes the connotation of Internet hospital and hospital service quality evaluation.At the same time,it combs out the customer satisfaction theory,service quality evaluation model theory,service contact theory,analytic hierarchy process,fuzzy comprehensive evaluation method and other relevant theories,which provides the theoretical framework for the case study of this thesis.Then,through the review and research of domestic and foreign literature,I understand the construction of service evaluation system and service quality improvement countermeasures proposed by domestic and foreign scholars,which provides good literature guidance for the writing of this thesis.Secondly,through the method of questionnaire analysis,summed up the existing problems of Shandong Internet hospitals,and analyzed the reasons.The questionnaire survey points out six problems existing in the service quality of Internet hospitals in Shandong Province,which are as follows: single medical technology of Internet hospitals,irregular medical treatment process of Internet hospitals,large loopholes in medical expenses of Internet hospitals,multiple levels of medical environment of Internet hospitals and many problems,lack of enthusiasm of Internet hospital staff in service attitude,and low degree of data connectivity of Internet hospitals.In view of the problems,the thesis analyzes the causes of service quality problems of Internet hospitals in Shandong Province.It is believed that the Internet hospital service technology is not mature,the Internet hospital industry supervision system is not perfect,the Internet hospital industry supervision institutions are not in place,the Internet hospital industry guidance policy is backward,the Internet hospital lack of effective performance evaluation system,the Internet hospital information system interface is not unified.Thirdly,the index of service quality evaluation of Internet hospitals was screened and identified by literature analysis,text mining,and the Delphi method.The evaluation index system is constructed by AHP and the weight is calculated.Fuzzy comprehensive evaluation method was used to evaluate the service quality of Internet hospitals in Shandong Province.The rationality of the evaluation system was verified with the evaluation data derived from the hospital management platform of SDEY.Then,based on the analysis and evaluation results of the existing problems of Internet hospitals,relevant development countermeasures are put forward in terms of tangibility,reliability,responsiveness,assurance,and empathy of the service quality of Internet hospitals in Shandong Province to help improve the development of service quality.In addition,the thesis summarizes the full text and puts forward related research deficiencies and prospects.Through qualitative and quantitative research and analysis,this thesis evaluates the service quality of Internet hospitals in Shandong Province and puts forward improvement strategies,which can help the province effectively evaluate the shortcomings of the development of Internet hospitals,which provides good help for the improvement of the quality of medical services and the reasonable allocation of medical resources.