Scale Development Of Hospital Service Quality In The Context Of Mobile Internet

The development of information technology and the advancement of mobile terminal technologies have had a tremendous impact on the traditional medical service industry.The treatment procedures such as window registration,payment,and receipt of reports were transferred to the mobile phone of the patient,and the way in which people go to a doctor has undergone major changes.As the main provider of medical services,hospitals need to ensure the quality of service to satisfy patients.Therefore,it is a very important issue to measure the hospital service quality under the background of mobile Internet to help the hospital understand the key points of the patient's perception of the medical service in the new environment and maintain the healthy development of the service management.The scope of hospital services in the context of mobile internet was first defined in the scale development process.In addition to receiving core medical services,the scope of services includes the use of mobile medical appointment APP and offline self-service machines for medical treatment information search,appointment registration,out-of-hospital waiting,inspection report and prescription query,mobile payment and other medical operations.Through literature research on service quality,hospital management and self-service,33 measurement items and 6 dimensions were generated,of which 6 dimensions were hospital facilities,design layout,attitude and behavior,professionalism,technical convenience,technical security and information quality.The purification and performance tests of the scale were carried out through two empirical researches.In the pre-study phase,based on the questionnaire data of 157 interviewees,the initial scale was simplified through exploratory factor analysis based on the principal component model and structural equation model analysis,and the three dimensions of service quality comprised of 13 items were obtained.A field survey based on the 13 items was conduct in Tianjin University of Medical Sciences General Hospital,Tianjin University of Traditional Chinese Medicine First Affiliated Hospital,Tianjin First Central Hospital,Tianjin City Center Obstetrics and Gynecology Hospital,Tianjin Eye Hospital.According to the data of 206 questionnaires,the reliability and validity of the scale were tested,and the final scale of hospital service quality in the context of mobile internet was obtained.The development process included the concept of defining objects,including project generation,project modification and preliminary purification,data collection,project purification,exploratory factor analysis,confirmatory factor analysis,factor naming,secondary data collection,reliability and validity testing.A total of 11 steps were tested and the resulting scales were inherently consistent and extensive.The scale includes three dimensions: hospital environment,interpersonal interaction,and human-computer interaction.The scale has good reliability,convergent validity,discriminant validity,and logical validity.It may help hospital administrators to improve service quality in the era of mobile Internet and win patient satisfaction.It also provides theoretical guidance for obtaining and maintaining service quality competitiveness.