Community Health Center, Quality Of Service With The Residents' Treatment Wishes Of Patients

Community Health Services Centers, as the fundamental medicine organization of social medical service system, is the base for solving the problem of inadequate and overly expensive medical services. However, the Community Health Services Centers of our country is sill ill-defined, which leads to low level of services and utilization, so more and more research institutes and scholars began to pay attention to assessing the performance of Community Health Services Centers. But the performance evaluation often focused on the technical indicators, and the research of service quality evaluation on Community Health Services Centers from the perspective of the community residents is seldom.This study constructed a theoretical model based on the review of the theory of service quality,satisfaction,behavioral intention, and the empirical studies of medical service quality, and explored the service quality evaluation dimensions of Community Health Services Centers from the perspective of the community residents, and explored the relationship among the service quality dimensions,satisfaction and intention to seek medical care.The present research takes the Community Health Services Centers in the six main districts of Hangzhou City as the object of empirical study. The sample data, which were collected by distributing questionnaire in those Community Health Services Centers, were analyzed by SPSS13.0, and the main conclusions including below:(1) Service quality dimensions of Community Health Services Centers include: tangibility, reliability, responsiveness, empathy and assurance.(2) The five service quality dimensions of Community Health Services Centers all have a positive impact on community residents' satisfaction and intention to seek medical care, among which the tangibility have greatest impact, with responsiveness next to it.(3) Tangibility, reliability, responsiveness, empathy and assurance will have an impact on intention to seek medical care through the intermediary role of satisfaction.(4) There are conspicuous differences in the perception of rsponsiveness for different sexes, in the perception of tangibility and responsiveness for different marriage state, in the perception of tangibility and empathy for different education background, in the perception of tangibility for different occupations. And also, the satisfaction and intention to seek medical care of community residents in different marriage state, with education background and occupation differs greatly.