The Research On Assessment System And Influential Factors On Healthcare Service Quality In Shanghai

With the development of economy and improvement of people's life quality in China, there are opportunities for the domestic health care because of the growing demands for better healthcare service. Since more and more healthcare from all over the worlds are joining into the healthcare market with the China's further opening, domestic health care, especially state hospitals that are reforming have to face much more challenge of the threats.How to overcome the threats and grasp the opportunities for the domestic health care? It is an urgent problem to be resolved. Healthcare service quality has direct effect on the competition of the healthcare organization. It is a good way to obtain competitive advantage for health care through supplying appropriate healthcare service for patient and making them to be loyal customers. For these reasons, healthcare organization mustmanage healthcare service quality efficiently.The assessment of healthcare service quality is the foundation for themanagement of healthcare service. Only is healthcare service qualityassessed, healthcare organization will be able to know the requirement ofthe patient and resolve the problems. Propose the assessment system forhealthcare service quality and study the factors that influence healthcareservice quality in Shanghai is the purpose of this dissertation.This study is based on the service quality theory that Christian. Gronroosand PZB proposed and use SERVPERF of Cronin & Taylor to measureShanghai healthcare service quality. In this dissertation, the assessmentsystem for healthcare service quality is to be established, and the patientcharacteristics index is to be set up for prompt management of healthcareservice quality.The author interviewed with 19 middle and senior managers in 2hospitals in order to know their opinion and the situation about healthcareservice quality, furthermore, 379 out-patients in 10 hospitals wereinvestigated for measuring healthcare service quality. Finally, theassessment system for healthcare service quality that including 5 factorsand 22 items is established and customer characteristics index thatinfluence healthcare service quality is founded out according to the dataanalysis.The assessment system for healthcare service quality in this study iscomposed of 5 parts: assurance, tangibles, reliability, empathy, and speciality. All the 5 parts are divided to 22 items. The reliability and validity of the 22-instrument is good enough for assessment. One of the results in this study is that out-patients are relatively satisfied with the Shanghai healthcare service quality. Especially, they evaluate highly on the assurance, tangibles, and reliability of shanghai healthcare. Another result is that customer groups with different characteristics such as education, age, and income have different evaluation on healthcare service quality. Based on these results, patient characteristics index is established. Healthcare organization can use the index to manage healthcare service quality for target customer easily. The customer characteristics index has been used to propose advice on healthcare service quality management for "A hospital" based on the case study. Healthcare organization can also do further study in this way and establish more detail index for management. It is a sparkle thought in this study.