The Application Of The Service Quality Gap Model In Nursing Service Quality Management

ObjectiveThe purpose of the study was to use the Service Quality Gap Model into the field of nursing, and then to explore the influence of the different demography variables on the expectation and perception of nursing service deeply. All of this will provide the manager with a theoretical framework in the process of solving the problems which exist in the nursing service quality.Methods and SubjectsThe method of Case Studies and Model Application which are exist in Empirical Study are used in the study. The subjects of the study are patients who come from the JS County hospital in Shanxi province and they all have stayed in the hospital for more than three days. The questionnaire,which combines the depth interviews that are between hospital manager ,nurses and patients and SERVQUAL scale together, is used for assessing patients expectations and perception. Then the data is analyzed by SPSS19.0. The statistical analysis methods that are used included descriptive statistics, independent samples t-test and one-way ANOVA,Finally the study applies the method of IPA into dividing the nursing service evaluation index.Results1. The average score of the nursing service expectation that patients have is about 6.5. And the factors that from high score to low score are : responsiveness, reliability, assurance , tangibility, empathising.2. Responsiveness: The scores that different patients with different degree of education ,age and profession have showed statistical significance(P<0.05).3. Empathing: The scores that different patients with different degree of education , age and income have showed statistical significance(P<0.05).4. Assurance: The scores that different patients with different independent living conditions have showed statistical significance(P<0.05).5. The score that patients have in the nursing service perception is about 6.3 . And the factors that from high score to low score are : reliability, empathising , assurance , responsiveness, tangibility.6. Tangibility: The scores that different patients with different sex, income and independent living conditions have showed statistical significance(P<0.05).7. Reliability: The scores that different patients with different age have showed statistical significance(P<0.05). 8. The scores of the nursing service expectation and perception that patients have showed statistical significance (P<0.01). And the nursing service quality did not reach the patients' requirements, so there must be enough space to improve.Conclusion1. Patients have higher expectation than perception in the nursing service , so there must be enough space for nursing service quality to improve.2. Patients have high expectations for the nursing service quality , among them ,the expectations for responsiveness are the highest and empathising are the least.3. For expectations of nursing service quality,the scores that different patients with different age , profession , income , degree of education and independent living conditions have showed statistical significance.4. Patients evaluation for reliability which exist in the hospital nursing service are the highest and for empathising are the lowest .5. For perception of nursing service quality in hospital ,the scores that different patients with different sex,age, income and independent living conditions have showed statistical significance .6. We can discover the root of the problem in nursing service quality by using the Service Quality Gap Model in nursing field .7. We can distinguish each problem in the service quality by dividing the perception nursing service quality evaluation project into four areas, with the method of IPA analysis. This will help to improve the service quality in hospital significantly .