The Quality Research Based On The SERVQUAL Model Characteristic Of Traditional Chinese Medicine Community Health Service

Objective:To understand the expected quality and the actual perceptions of the traditional Chinese medicine health service in Ma-qun community, and analysis the level of traditional Chinese medicine community health service quality, in order to improve the service quality and provide reference for improving the living standards of residents.Methods:The study adopt the method of literature review, expert consultation and modify PZB's SERVQUAL model.The model is divided into five dimensions. They are tangibles, reliability, responsiveness, assurance and empathy. A number of indicators of the community health service quality is measured and set in these five dimensions. Taking Ma-qun community in Nanjing as the research object for empirical research, and use the simple random sampling method for community residents.Using the SPSS.19.0 software to analysis the effective data.The main analytical methods are descriptive statistical analysis, factor analysis, T test and variance analysis. comprehensive analysis of community expectations and their perception of the quality of health services.Results:By pre-investigation and according the reliability and validity to screen index, Eventually build a characteristic of traditional Chinese medicine concept of community health service quality model and carry out applied research. Use spss19.0 to compare analysis of the 261 Valid questionnaires, and To make an assessment of the quality of service the community, Aiming at the main problems of service quality management and puts forward suggestions and Countermeasures:Increasing government support, Perfecting the Security Mechanism; promote the community traditional Chinese medicine appropriate technology; Build characteristic of traditional Chinese medicine service network and strengthen the construction of talent team of Chinese medicine.Conclusion:The study found that most residents have higher expectations, and Perceived value is lower than the expected value, but the overall gap is not very big. For responsive dimensions have the highest expectations, and the perceived value is the lowest. The community health services should be Pass more information to residents in the future work. The doctor of traditional medicine must be more patience and can answer the problems that the community residents asked. They also should understand the health needs of the residents as much as possible and to carry out exchanges and communication.