A Study On The Application Of SERVQUAL Evaluation Method In Outpatient Nursing Service Quality Management

Objectives:To evaluate the total level of outpatient nursing service quality and its influencing factors by the fact finding with the SERVQUAL evaluation method, so as to provide a reference for the clinic nursing manager in objective evaluation and better availability.Methods:Based on SERVQUAL evaluation method, the Outpatient Nursing Service Evaluation Inventory was formed.and tested by the results of its reliability and validity.30 clients and 30 nurses from outpatient department in grade ?, class A hospitals of Shenyang were involved in the pilot survey from March to October 2015.By random stratified cluster sampling,the structure inventory which was consisted of a demographic variable, an expectation value scale and a perception value scale,was conduced for 110 patients and 110 nurses in grade ?, class A hospitals of Shenyang during the field survey. EpiData3.1 and SPSS 17.0 were used during the database establishing. The data was analyzed by descriptive analysis,T test,single-factor analysis and multiple linear regressions analysis.Results:1.The Cronbach's a coefficient of the expectation value in the five dimensions was 0.734?0.916. The Cronbach's a coefficient of the expectation value was ranged from 0.715 to 0.874. The Item-CVI of expectation subscale was higher than 0.80, the Scale-CVI of it was 0.96? The I-CVI of perception subscale is higher than 0.80, the S-CVI of it was 0.93? Both the validity and reliability are good.2.The total perception value given by the clients was lower than the total expectation value,the maximal D-value was -1.09, the minimal D-value was -0.32. As well, The total perception value given by the nurses was also lower than the total expectation value,the maximal D-value was -1.48, the minimal D-value was -0.22.3.The total expectation value (99.28±8.48)given by the clients were higher than the nurse's total expectation value (96.69±12.16).On the contrary,the total perception value (84.03±11.99) given by the clients were higher than the nurse's total perception value (85.51±12.99)4.The perception value given by the clients were lower than the nurses in all dimensions besides in the Tangible dimension, whereas the perception value given by the nurses were beyond the clients in Assurance and Empathy dimensions?5.The multiple linear regressions analysis showed:"family month income", "visit frequency","need to guidance" were entered the model of the client expectation value."religion belief" and "source of medicine fee" were entered the model of the client perception value."marital status" and "residence" were entered the model of the nurse expectation value, "family month income" were entered the model of the nurse perception value.Conclusions:1.The Outpatient Nursing Service Evaluation Inventory was provided with excellent validity and reliability.2.The total perception values given by the clients and nurses were lower than the total expectation values. The expectation value given by the clients is higher than the nurses, but the perception value given by the clients is lower than the nurses. That means a bigger difference between the expectation value and the perception value exists in the client's evaluation, the clients gave a lower evaluation on the nursing service quality.3.The influencing factors of outpatient nursing quality included:"family month income","visit frequency", "need to guidance" are the important factors of the client expectation value." religion belief " and " source of medicine fee "are the important factors of the client perception value. "marital status" and "residence" are the important factors of the nurse expectation value. "family month income" is the important factor of the nurse perception value.