Study On Medical Service Quality Assessment Model Based On SERVQUAL

The medical service quality is the first essential factor on medical service market competition, not only relates directly to patient's safety, but also is the most important condition of hospital development. To continue improving the hospital's service quality, the assessment and management of service quality has become the core of medical service.Under the medical service idea "take patients as center", we should entrust the patients with the right to participate in the medical service quality appraisal. The SERVQUAL assessment method that the international service industry esteems is through understood the customer's expectation and perception to the object, then judges the service quality.Compares with the satisfaction degree assessment, the SERVQUAL assessment method may understand more information on perception and expectation, and the assessment result is more objective and real. But constructing medical service quality assessment model based on SERVQUAL is rarely to study at present in our country. Therefore, unifying our national condition and the medical industry's particularity, establishing medical service quality assessment model based on SERVQUAL, testing, evaluating and forecasting patients' medical service demand, examining existing hospital service quality, is innovating and important. ObjectiveThe purpose of this topic is to study the medical service quality mode based on SERVQUAL, preliminary establish the reasonable medical service quality assessment model based on SERVQUAL that is suitable for medical service industry in our country, including the index constitution system and the scale explaining method, thus to provide one kind of tool for the medical institution understanding patients' demand, carrying on own medical service quality assessment, and improving service quality. Moreover, through understanding the influence of patients' basic perception to the medical service quality assessment, it is helpful to understand this assessment model in a deeper level.MethodThe Literature Methodology, Consult massive literature about the SERVQUAL scale, medical service quality theory and model interpretation method domestic and abroad.2. Thorough Interview Methodology, This research has carried on repeatedly interview and strict proof in medical service quality mode, indicator screening, investigation content, completes under the concerned experts'participation of Medicine Health Management Institute and Xiehe hospital.3. Questionnaire Survey Methodology, Uses the standardized questionnaire survey, including patients'expectation questionnaire and perception questionnaire to medical service quality.4. Statistical Analyses Method, The data is input through Microsoft Office Excel2003, and the data is deal with SPSS11.5. All data is analyzed through biostatistics method such as T-test, ANOVA, and factor analysis.Result1. Theory research on quality and quality assessment based on SERVQUAL Through analyzing the scientific nature and limitation to Gronroos'customer perceived service theory, PZB's service quality gap theory and SERVQUAL assessment method, and Donabedian's quality three links (structure-process-outcome) theory, and unifies our national condition, preliminary establishment the theory frame of medical service quality assessment mode based on SERVQUAL This frame mainly considered patients'expectation and the actual perception, in view of the two aspects of medical service technology quality and the function quality, propose seven assessment dimensions such as visibility, reliability, trust, responsiveness, service humanity, validity and economical.2. Study on medical service quality assessment model based on SERVQUAL (1)Through the literature methodology, thorough interview methodology and the pre-survey methodology, this article revises the assessment indicator system in advance, finally forms the assessment indicator system including seven assessment dimensions such as visibility, reliability, trust, responsiveness, service humanity, validity and economical, together with 28 two level index.(2)Reliability and validity analysis of assessment model: Reliability analysis mainly uses Cronbach alpha coefficients and Split-half reliability, the total alpha coefficient of 4 hospitals is 0.9351, 0.9555, 0.9473 and 0.9428, Split-half reliability is respectively 0.8626, 0.9090, 0.8632, 0.9128, has extremely high reliability. The validity analysis uses the factor analysis method, the Kaiser-Meyer-Olkin (namely KMO value) result of 4 hospitals indicated suitably carrying on factor analysis, and the factor analysis result proves that the extracting seven factors accord with the seven dimensions of the index system basically, have good validity.(3)Interpretation method of assessment result: This article proposed the difference calculation, T-test and quadrant analysis method.3. One-way statistical analysis resultT-test demonstrates, we cannot think that there is significance difference to the medical service quality assessment among patients of different sex, inhabited area and registered permanent address locus. The variance analysis demonstrates, we cannot think that there is significance difference to the medical service quality assessment among patients of different age section, cultural level, occupation, income level and medical insurance form.Conclusion(1) The function of patient's expectation and its influence factor should be pondered in medical service quality assessment;(2) Having established the medical service quality assessment model based on SERVQUAL, including the assessment index system and the scale explaining method;(3) The established medical service quality assessment index system based on SERVQUAL has high reliability and validity; (4) The medical service quality assessment model based on SERVQUAL may be used initially in quality assessment of different rank and scale hospitals;(5) Using this assessment model, patients'basic situation have little affected to the medical service quality assessment.