| ObjectiveWith the development of society and economy, people are requiring more from hospital’s service, and the government have paid attention to the hospital service, publishing many laws and regulations policies. Facing fierce competition, hospitals have to improve their service quality to make it a differentially advantage if they are to win. Only in this way can hospital be expanded and relationship between doctors and patients be smoothened. How to enhance service quality has inevitably become an important proposition for today’s hospital managers.This research adjusts the SERVQUAL questionnaire put forward by PZB experts to make it fit for the private hospital, thus to test the patient’s expectation and perception of the hospital’s service, and figure out its service quality. Through this empirical research, advantage and disadvantage of the hospital can be concluded, and suggestions put forward, thus to enhance the hospital’s competitive strength, and provide reference for the hospital and other hospitals. MethodsBased on the popular SERVQUAL scale and literature review, this research modifies the original indicators according to the features of medical industry and the hospital’s specific situation and develops the primary adjusted SERVQUAL questionnaire, which is remodified after the pre-survey and thus comes out the final questionnaire. The hospital is chosen as the research object and200questionnaires are delivered separately to out-patient and in-patient department. Data are typed in by Excel2007edition, and SPSS17.0 software is used to test the reliability and validity of the final questionnaire, while the expectation and perception of patients of the hospital and its service quality are analyzed by means of descriptive statistics, variance analysis, T-test, regression analysis. The results are as follows:ResultsThe adjusted SERVQUAL scale has22indicators and5factors (tangibility, reliability, responsiveness, assurance, empathy), with good reliability, validation and applicability in the hospital. In aspect of demographic characteristics analysis, there only exists significant difference on patients’ income level when analyzing expectation and perception of hosptial’s service and its quality. In aspect of patients’expectation, score is highest on the reliability and assurance factors, indicating patients’ high expectation in these areas, specifically in aspects of knowledge and skills of medical stuff, timely medical service and accuracy of medical records; while in aspect of patients’ perception, score is highest on the tangibility factor and lowest on the reliability and assurance factors, indicating hospital’s excellent performance in terms of tangible aspects and poor performance in areas of price and results; in aspect of the service quality, the total service quality score is negative, indicating patients’perception don’t meet their expectations, showing a great improvement space for the hospital. According to the quadrant analysis, most indicators need to be improved belong to factors of reliability and assurance, which points out the direction for hospital to improve.ConclusionThe private hospital shows good performance in aspect of environment, equipment, safety and attitude, which is worthy to be learnt by other hospitals; while others aspects shows bad performance and improvement is needed, especially in the area of professional techniques, medical expenses, resources allocation and command of patients’expectation. The specific suggestions are:fully operate SERVQUAL-centered patient evaluation system; whole stuff envolement; enhance medical techniques and insure the rationality; adjust medical resource in a reasonable way; value patients’expectation; strengthen the construction of clients service department. |
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