A Study On The Application Of Servqual Model In Measuring Surgical Care Service Quality

Objective:Investigation the surgical nursing service expectation and perception of in- patients from three hospitals in Changchun, in order to analyzes its overall surgical care service quality, understand the overall evaluation of nursing service, find elements impacting service quality of surgical nursing, puts forward some corresponding mea- sures for the effective evaluation and suggestion, to improve nursing quality and provide certain reference for enhancing nursing care level.Methods:A total number of 300 inpatients are selected from3 hospitals of Jilin province. Following criteria: Patients intelligence or cognitive function is normal, with no mental illness or family history of mental illness, and patients can fill in the questionnaire by himself or others.The questionnaire was service quality assessment scale of nursing, based on Servqual model, including five dimensions: Tangible(A), Reliability(B), Responsiveness(C), Assurance (D), Empathy(E), a total of 22 items,with good reliability and validity. According to the consistent level of patient's perception and expectations matched up to the actual situation, Likert5 grade scores are used:"strongly agree"five points,"agree"four points,"general"three points,"don't agree"two points,"strongly disagree"one piont, scores are more higher, patient's perceptions and expectations are more higher.Foxpro11.0 database and SPSS16.0 are choosed to analyze the data. The statistics method includes descriptive statistics, a single sample t-test, single factor analysis of variance (ANOVA), and multiple stepwise regression analysis, and so on.Results:1 Patients'expectations and perceptions about surgical nursing servicePatients'expectations on B6, B5, B7, D14, E21 are higher; Patients'expectations perceptions on C12, E18, C13, C10, A1are lower. Patients'perceptions on C13, A1, C11, B6, D14 are higher; Patients'perceptions on E18, A2, D16, E19, A4 are lower.2 The perception of surgical nursing service qualityService quality is higher in the top five items C13, C10, A1, E22, C11; The later five items are D16, A2, A4, C12, E19. In addition to SQC, SQ of five dimensions are negative, therefore the hospitals'overall service quality is not optimistic, the hospital service quality should be improved.Among different hospital levels of Reliability and Assurance, 3 level is higher than 3 level (p<0.05). There are no significant differences between the others (p>0.05).People with different income levels influence the perception of service quality (p<0.05); gender, age, occupation, education level, whether the first time in hospital are not the main factors influencing the perception of service quality(p>0.05).3 The five dimensions of Servqual model is ordinal: Responsiveness, Tangible, Assuranc, Reliability, Empathy.Conclusions:1 Servqual model can be suitable for surgical nursing service quality evaluation.2 Surgical nursing service quality in ChangChun is in lower overall level,it should be improved.3 The nursing care quality from different hospital levels in reliability and assurance is different.4 People with different income levels influence the perception of service quality; gender, age, occupation, education level, whether the first time in hospital are not the main factors influencing the perception of service quality.5 The importance of five dimensions is: responsiveness, tangible, assurance, reliability, empathy in ordinal.