The Status And Influencing Factors Of Nursing Service Quality In Department Of Hepatobiliary Surgery Which Is Based On Servqual Appraisal

Objective：To provide a reliable basis for the continous improvement of nursing service quality indepartment of hepatobiliary surgery，this study aims to investigate the status and analyze the influencingfactors of nursing service quality and then find out the key problems of affecting the quality of nursingservice.Methods：Totally350inpatient cases of department of hepatobiliary were surveyed by using the Servqualscale in a top three hospitals of Xinjiang,through convenience sampling. Used the descriptive analysis toevaluate the quality of nursing service based on the principle of Servqual appraisal, and analyzed theinfluencing factors based on t-test, rank correlation, variance analysis, and multiple linear regression.Results：①Service correctly and error-free, nurses respect for patients personality and listen to theircomplaints, accurate time for medicine and treatment were the top three in all of the patients’ expectations.Nurses can give patients personalized care, nurses can understand patient’s emotions and give them comfort,and nursing service time meet the needs of patients’ were scored the lowest of the three.②In the22items of the perceived value,cleanly and generously, service correctly and error-free and nursesare polite were the top three.Nurses can give patients personalized care, nurses can understand patient’semotions and give them comfort, and nurses can understand patient’s special needs were ranked after threein the22items of the perceived value.③In the22items,in addition to dress appropriately, cleanly and generously, service correctly anderror-free, perceived service quality scores were all negative.Nurses understand patient’s emotions and givethem comfort, nurses can give patients personalized care, and Nurses understand patient’s special needswere scored the lowest of the three.Five dimensions included tangible,reliability,responsiveness,assuranceand empathy. There corresponding scores were (-0.410±0.8090)，(-0.268±0.6629)，(-0.570±0.8560),(-0.326±0.7718) and（-1.113±1.0267）.④The total score of nursing service quality in department of hepatobiliary surgery was（-0.550±0.7570）.⑤Race（Z=-5.384，＜0.05）,education（Z=32.635，＜0.05）,profession（F=7.024，＜0.05）,monthlyincome（Z=90.517，＜0.05）,whether or not recommend the hospital to others（Z=-3.606，＜0.05）andways of paying （Z=32.620，＜0.05）all played a role of nursing service quality in department ofhepatobiliary surgery. Multiple linear regression analysis showed that monthly income（2001-4000yuan，more than4001yuan）,whether or not recommend the hospital to others and race were significantinfluencing factors of nursing service quality, which could explain33.9percent of the variation.Conclusion：Nursing service quality in department of hepatobiliary in a top three hospitals of Xinjiangremains to be improved. Monthly income（2001-4000yuan，more than4001yuan）,whether or notrecommend the hospital to others and race were significant influencing factors of nursing service quality,The higher the monthly income, the higher requirement for the quality of nursing service. The perceivedservice quality score of the one who was not recommend the hospital to others was the lowest. Minoritypatients’ requirement for the quality of nursing service was lower than the han nationality’.