Investigation And Promotion Of Service Quality In A Public Hospital In Taiyuan

The quality of hospital services is an important part in the construction of public hospitals. In the new healthcare reform, how to improve the hospital service quality has developed into an important issue. It is quite urgent to investigate factors affecting the hospital service quality and strategies for improving the hospital service quality.In this paper, a public hospital in Taiyuan was taken as a case, to build a model evaluating its service quality and investigate its service quality through a questionnaire survey. On this basis, recommendations were put forward for improving the service quality of this public hospital. This paper was divided into six parts. The first part was the introduction part which elaborated background and significance of this research, reviewed previous studies at home and abroad, and described ideas and methods of this research. In the second part, concepts and theories related to the service quality of public hospitals were introduced to build the theoretical framework of this research. In the third part, a model for evaluating the service quality of one public hospital in Taiyuan was built. The dimensions, index system and evaluation indexes of this model were chosen according to model building principles, to achieve evaluation of the service quality of the public hospital. In the fourth part, a questionnaire survey was made of the service quality of the public hospital in Taiyuan. A questionnaire was designed and distributed to investigate the service quality of the public hospital in Taiyuan. Questionnaire results were collected and analyzed. In the fifth part, strategies were proposed to further improve the service quality of the public hospital in Taiyuan. Strategies were developed from 5 perspectives: service level improvement, service attitude improvement, service process improvement, medical expense satisfaction improvement and health care environment improvement. The sixth part draws conclusions of this paper and suggests development directions of future research.In this paper, the SERVQUAL evaluation method was used to make an empirical study of the service quality of one public hospital in Taiyuan. This research has strong practical significance for improving management and service quality of the public hospital, and achieving healthy and rapid development of the public hospital.