Evaluation Of Application Based On SERVQUAL And KANO Model In Obstetric Nursing

Objective:To investigate the problems in obstetric nursing service management based on the SERVQUAL model and KANO tow-dimensional quality model,and Identify the core service quality attributes of nursing,in order to establish a new decision analysis method for nursing managers.Methods:1.Analysis of service quality gap model: With the five dimensions of the service quality gap model(SERVQUAL model),namely “Tangibility,Reliability,Responsiveness,Assurance,Empathy” as the theoretical framework of the questionnaire,Survey referred“Nursing Service Quality Evaluation Scale” that is revised by Ke Hui and “Evaluation study of medical services quality based on patients' experience” by Changjun Tian.combination with the features of the obstetric nursing services.Ultimately,we form the questionnaire on perception and expectation of nursing service quality.In order to assess the quality gap of obstetric nursing service from the point of view of maternal.2.Analysis of KANO model: On the basis of questionnaire on quality assessment of obstetric nursing services,we change the questionnaire format,formed the obstetric nursing service attributes Kano's two-dimensional questionnaire,each indicator of quality which had a negative gap at a significance level of 5% in the first phase was introduced to Kano's two-dimensional questionnaire,In order to classify the attributes of obstetric nursing services and identify the core nursing services,Thus targeted to improve the nursing service.Results:1.In the SERVQUAL questionnaire,chronbach's ? of expectation questions was 0.855 and of perception questions was 0.918.2.The total scores of perceived nursing quality in obstetrics were 141.65±11.23;thetotal scores of expected nursing quality in obstetrics were 149.19±7.53;the overall perceived value is lower than the expected value.3.The score of nursing service quality gap from high to low for each dimension turned out as: the scores of tangibles were 0.10±4.22;the scores of empathy were-0.84±3.01;the scores of Responsiveness were-1.26±2.49;the scores of assure were-2.63±3.09;Reliability were-2.95±3.64.4.Single factor analysis of variance and multiple linear regression analysis showed that Per capita income is the main factor influencing the quality of obstetric care services.5.Kano's two-dimensional questionnaire,chronbach's ? of Positive-questionnaire was0.9 and of negative-questionnaire was 0.890.6.23 indicators were introduced to Kano's two-dimensional questionnaire.10 out of the 23 indicators were identified as must be indicators and 7 as one-dimensional indicators,there are six attractive indicators.7.Based on Better-Worse coefficient,the top five which had a greater impact on improving the maternal satisfaction: understanding of maternal needs timely and try to meet;listening and comfort actively;answer questions patiently;providing the personalized services;ensuring the communication time with women.Conclusion:Combining the SERVQUAL model with the KANO model can be used as an effective evaluation tool for measuring the nursing service quality to further identify the obstetric nursing service weakness.It can be provided the theoretical basis to develop decision-making for Nursing manager of obstetrics,ensuring and improving the quality of obstetric nursing services,accordingly,improving the maternal satisfaction.