Research On Internet Hospital Service Quality Evaluation Based On SERVQUAL Model

Objectives:To clarify the current service quality of Internet hospitals in China by studying the service quality of Internet hospitals,to further explore the problems of Internet hospital services and the reasons that affect the quality of Internet hospital services,and propose corresponding strategies for improving the service quality of Internet hospitals.The aim is to implement a grading diagnosis and treatment policy,promote the implementation of a healthy China strategy,and better meet the growing health and health needs of the people.Methods:Firstly,through the literature research method,we will sort out the academic achievements of experts and scholars at home and abroad in the fields of medical service quality,Internet hospital service content,Internet hospital service status,etc.,and combine field visits to determine the service content of Internet hospitals that need quality evaluation.Secondly,starting from the five dimensions of the SERVQUAL model,the Internet hospital service quality evaluation indicators are initially formed.Through pre-study,the initial and effective index system is analyzed for reliability and validity,and the expert consultation method is used to score the indicators.Using the analytic hierarchy process to determine the weight of each index,and finally form the Internet hospital service quality evaluation system(scale);again,according to the Internet hospital service quality evaluation scale,determine the questionnaire and semi-structured interview outline and conduct formal research;finally,collect and organize Data and interview results were analyzed.Results:Internet hospitals have played an active role in optimizing resource allocation,innovating service models,improving service efficiency,and reducing service costs.However,the quality of service in the development process has been controversial.Based on the five dimensions of SERVQUAL model,this paper constructs the Internet hospital service quality evaluation system,and evaluates the service quality of Internet hospitals according to this.The results show that the overall SQ value of Internet hospital service quality is-1.019,and the overall service quality is poor.Level.Specifically,the difference between the perception and expectation of the tangible dimension is small and its SQ value is the largest,and the service quality level of the evaluation dimension is ranked highest,followed by the empathy dimension,the responsiveness dimension,the guarantee dimension,and the reliability dimension.From the perspective of service quality evaluation,each dimension belongs to the general level of service quality.Conclusions and Recommendations:Through the research on the status quo of Internet hospitals and the analysis of service quality evaluation results,the problems of Internet hospital service quality are summarized from five aspects:tangibility,reliability,guarantee,responsiveness and empathy.In response to these problems,the reasons for affecting the quality of Internet hospital services are summarized,and countermeasures are proposed from the macro and micro levels for the above problems.At the macro level:improve relevant laws and regulations,accelerate the establishment of standards;break down departmental barriers and implement external supervision;consolidate the technical foundation and strengthen information construction.Micro level:improve the design of Internet hospital platform;improve the quality of Internet hospital staff;standardize the behavior of Internet hospitals;improve the timeliness of Internet hospital services;develop personalized services for Internet hospitals.It provides effective suggestions for Internet hospitals to better improve service quality and also provides effective reference for decision-making by relevant departments.