Study Of Constructing Nursing Service Quality Assessment Scale In Abdominal Surgery Patients Based On The Service Quality Model

Objective: To construct a set of scale for evaluating nursing sevice quality of abdominal surgery patients based on the SERVQUAL model. Its reliability and validity were tested through clinical investigation. The scale is to provide evidence for health care personnel to assess the quality of nursing service in patients with abdominal surgery.Methods:(1) On the basis of the SERVQUAL model, construct scale items initially through revising documents on the characteristics of abdominal surgery and consulting some surgical nursing experts.(2) A total of 33 nursing experts were selected by Delphi method for two turns of consultation. We calculated the questionnaire response rates, the authority coefficient, the mean and standard deviation, the coefficient of variation and the harmony coefficient.(3) 258 open surgery patients from nine hospitals in Chongqing were investigated by expectation scale and perception scale of nursing service quality. The scale’s internal consistency was tested by using Cronbach’s α coefficient. Exploratory factor analysis was used to test the validity, to verify whether the structure of the scale was in accordance with the theory of structure.Results:(1) The initial construction of the scale entries includes tangibility, responsiveness, reliability, empathy, security and transparency of the 6 dimensions(first grade indexes), 15 second grade indexes and 35 third grade indexes.(2) All the 33 consultation experts have got senior professional title and 90.9% have been working for more than 20 years. The response rates of questionnaires were 88.89% and 100% respectively while the authority coefficient of experts was 0.91. The harmony coefficient of first and second and third indictors were respectively 0.43, 0.47 and 0.53 in the second consultation. Combined with selection of indicators and expert opinion, the final evaluation index system includes 6 first grade indexes, 14 second grade indexes and 49 third grade indexes.(3) The total Cronbach’s α coefficient of the expectation scale was 0.946, and the Cronbach’s α coefficient of 6 dimensions were 0.904~0.982. The total Cronbach’s α coefficient of the perception scale was 0.916, and the Cronbach’s α coefficient of 6 dimensions were 0.865 ~ 0.954.(4) Exploratory factor analysis were carried out to analyse the 49 items of expectation scale and perception scale respectively, and the result shows that the 6 dimensions of the two scales were consistent with the theory conception and experts’ consultation agreement.Conclusions:(1) There was a high level of authority and team coordination in experts. The results of the study can provide a reference for evaluating the nursing service quality of abdominal operation patients.(2) The nursing service quality expectation scale and perception scale for abdominal operation patients have good reliability and validity, which are suitable for clinical work.