Study On The Evaluation Of Community TCM Health Service Quality Based On SERVQUAL Theory

Objectives :The SERVQUAL model was introduced to build community TCM health service quality assessment scales and questionnaires were prepared.Four community health service centers in Hangzhou were selected for investigation and research.Patients who had used TCM health services in the community were the subjects of the survey and collected data.To measure the quality of TCM health services in community in Hangzhou,and analyze the basic personal conditions of patients and the influencing factors of TCM health service-related behaviors on community TCM health service quality,and provide strategies and recommendations for further improving TCM health service quality in communities.Methods:This study adopts literature research,semi-structured interviews,panel discussions and other methods to construct a community health care service quality assessment scale in the SERVQUAL model,and compiles a “Quality Questionnaire for the Communities TCM Health Service Quality in Hangzhou”.A typical sampling method was adopted to collect the community health service centers in Mishixiang,Wenhui,Ziyang,and Sijiqing.Randomly intercepted patients using community health services in Chinese medicine as the subjects of the survey.A total of 472 valid samples were collected.SPSS 20.0 was used for data analysis,and Cronbach's Alpha coefficient and factor analysis were used to test the reliability and validity of the scale.Descriptive analysis was used to describe the basic situation of the survey subjects,and the current status of TCM health service-related behaviors and service quality evaluation;T test or analysis of variance.To test whether there are differences in the evaluation of five dimensions of service quality,such as different demographic characteristics and related behaviors of TCM health services;Pearson correlation analysis examines the interplay between five dimensions of service quality;multiple linear regressions explore different demographic characteristics and The impact of TCM health service-related behaviors on service quality evaluation.Results :1.The scores of the five dimensions of community health care services for TCM in Hangzhou were: the assurance dimension 88.76±11.907,the reliability dimension83.17±10.977,the physical dimension 82.56±12.060,and the reactive dimension79.88.±11.960,empathy dimension 76.91±14.560.2.The differences in tangible evaluation were statistically significant in terms of education level,occupation,and family average monthly income(P<0.05).A significant difference in the reliability evaluation between gender,education,and whether or not to participate in medical insurance(P<0.05).The education on evaluation of responsiveness was statistically significant(P<0.05);The medical insurance had statistically significant on assurance evaluation(P<0.05);The occupation,chronic disease,self-assessment and so on in empathy was statistically significant(P<0.05).Whether first time using TCM,whether it is willing to accept TCM,and whether it is willing to recommend it to other' in service quality has statistical significance(P<0.05).The difference in reliability,responsiveness,assurance between monthly use of TCM services was statistically significant(P<0.05);A statistical difference between the medical institutions preferred for assurance and empathy(P<0.05).3.The tangible dimension,the assurance and empathy all have a positive correlation.The correlation coefficients of responsiveness,were 0.544,0.490,0.486,and 0.305,respectively.The correlation coefficients between the dimensions of others were 0.644 and 0.562,respectively.0.461,the correlation coefficient between the dimensions of others was 0.542,0.485,and the correlation coefficient between assurance and empathy was 0.408,(P<0.01).4.Occupation type,education level and family average monthly income have impact on the evaluation of physical dimensions(P<0.05);participation in basic medical insurance has an impact on the evaluation of reliability dimension(P<0.05);whether the patient participates in medical insurance,medical distance,acceptance monthly average frequency and monthly average cost of TCM had influence on the evaluation of responsive dimensions(P<0.05);the medical institutions that patientspreferred to receive TCM,the monthly average number of accepting TCM,and whether willingness to continue accepting TCM services in the community has an impact on the evaluation of assurance dimensions(P<0.05);medical institution preferred by patients when receiving TCM services,and month of acceptance of community TCM services;the number of times affected the evaluation of empathy dimensions(P<0.05).Conclusion :1.According to the measurement results of community health care service quality evaluation in Hangzhou,it can be seen that patients' overall evaluation of TCM health service quality in the community is relatively high,but the evaluations of the response dimensions and empathy dimensions are relatively low,and the specific performance is relatively short.It is long and does not receive comprehensive and specific disease-related health education.2.The results of univariate analysis can be found in the general demographic characteristics of the degree of education,occupation type,family monthly income of the qualitative dimensions of the evaluation of differences in the score;gender,education,participation in the basic medical insurance for reliability evaluation scores are different;There are differences in the scores of responsiveness in the education level;whether there are differences in whether the participation in the basic medical insurance is guaranteed;the educational level,monthly household income per capita,occupational type,chronic disease,self-evaluation,and physical condition have differences in the evaluation scores for empathy..In the patient community related activities of medical and health services,whether the first acceptance of this community medicine service,whether willing to continue to accept the Chinese medicine service,is willing to recommend to other people the service of the second Chinese medicine has different evaluation scores on the five dimensions of service quality;The number of monthly averages of different utilization of Chinese medicine services differed in reliability,responsiveness,assurance,and empathy evaluation scores;the preferred type of medical institution differed in the scores of assurance and empathy evaluation.3.The correlation analysis results show that there is a positive correlation between the tangible dimension,the reliability dimension,the reactive dimension,the assurance dimension,and the empathetic dimension.4.According to the results of multiple linear regression,occupation type,education level and family average monthly income have an impact on the evaluation of tangible dimensions;whether to participate in basic medical insurance has an impact on reliability dimension evaluation;whether to participate in basic medical insurance,medical distance,use community Monthly and average monthly expenditures of medical and health services have an impact on the evaluation of responsive dimensions;Whether to participate in basic medical insurance,the types of medical institutions preferred to use TCM health services,the monthly average number of community-based TCM health services,and whether they are willing to continue accepting The community TCM health service has an impact on the evaluation of the guarantee dimension;the degree of empathy is evaluated by the education level,the family monthly income per month,the occupation type,the type of medical institution preferred by the use of TCM health services,and the monthly average number of community TCM health services.Have influence5.In the survey,some phenomena and problems were also found.For example,the distribution of TCM talents and characteristic technologies in community health service organizations was uneven;the overall utilization of community TCM services by residents was not high.Therefore,in order to promote the healthy and healthy development of community health services for Chinese medicine,it is recommended that suggestions from the state,community health agencies,and individuals be put forward for improvement.The state continues to strengthen the development of community medicine in China,and promotes the development of family doctor signing systems in combination with community medicine services.Improve the professional quality of the Chinese medicine-related staff in community institutions and improve the overall technical level;raise the residents' correct understanding of the community medicine in the community,etc.