| Internet hospital is a new type of medical and health service industry formed by the integration of new generation information technology and traditional medical services with the Internet as the carrier.Internet hospital has created a convenient and efficient medical channel for patients,which has the advantages of innovating service mode,improving service efficiency and optimizing resource allocation.However,from the current development of Internet hospitals,structural coordination,service concept,social acceptance and many other problems still restrict the improvement of service quality and patient satisfaction of Internet hospitals.This study points out the problems of Internet hospital service quality through the construction of Internet hospital service quality evaluation index system and empirical research,and puts forward targeted improvement strategies,in order to provide useful thinking for the healthy development of Internet hospital.Objectives:1.To construct Internet hospital service quality evaluation scale based on SERVQUAL model to provide theoretical tools for Internet hospital service quality evaluation.2.Using KANO model to analyze patients' demand for Internet hospital services,combined with patients' satisfaction survey,to provide countermeasures for the improvement of Internet hospital service quality.Methods:1.Literature research.Through literature review,we can understand the research progress of Internet hospitals,be familiar with the traditional hospital service quality evaluation system,and select the theoretical model which is consistent with the research topic from various service quality evaluation tools and models.2.Semi structured interview.This study listed the interview outline on the operation of Internet hospital,the problems encountered in the development of Internet hospital and relevant countermeasures and suggestions,and interviewed the relevant personnel of technical support party and medical service provider of Internet hospital.3.Expert consultation.From the establishment of index system framework,the selection of consulting experts to the calculation of index weight,this study follows the implementation path of Delphi method to ensure the reliability of the Internet hospital service quality index system.4.Questionnaire survey.Based on the index items of Internet hospital service quality determined by the expert consultation method,the questionnaire of patients'satisfaction and demand for Internet hospital service was compiled to understand the patients' satisfaction and demand for Internet hospital service,so as to provide reference for improving the service quality of Internet hospital.5.Statistical analysis.Using analytic hierarchy process to determine the weight coefficient of Internet hospital service quality index items;using spss22.0 software to carry out descriptive statistical analysis of patient satisfaction survey data;using internal consistency reliability analysis tool,namely Cronbach's a)According to the idea of confirmatory factor analysis,the structural validity of the questionnaire was tested by structural equation model.6.KANO model analysis method.Based on the principle of user demand segmentation,KANO model develops a set of structural questionnaire to identify the key quality elements of user satisfaction,and determines the order and key elements of service improvement in combination with the satisfaction evaluation results of specific service projects and the impact on user satisfaction.7.Importance satisfaction matrix analysis.The importance satisfaction matrix analysis method combines the satisfaction evaluation results of specific service items and the influence on user satisfaction,further divides the service items(product elements)into four quadrants:the influence advantage area,the priority improvement area,the second improvement area and the area to be analyzed,identifies the weak links of service,and determines the priority of service improvement.Results:1.In this study,1 17 research literatures with the theme of "Internet hospital" were retrieved from CNKI database.Most of the existing researches are about the development mode,policy environment,legal system of Internet hospital,and little attention is paid to the service quality of Internet hospital.2.This study uses the pre-determined interview outline to interview practitioners in the field of Internet medicine.A total of three experts put forward their thoughts and suggestions on the development of Internet hospitals.3.Internet hospital service quality evaluation scale.(1)Quality indicator initial entry pool.Based on SERVQUAL's theory of service quality,through literature review and research coordination group discussion,the initial item pool of the scale with 5 dimensions and 30 evaluation indexes is preliminarily developed.(2)Establishment of quality index system.21 experts were invited for two rounds of expert consultation.The positive coefficient of experts was 95%,the authority coefficient of experts was 0.87,and the coordination coefficient of experts was 0.427 and 0.486,respectively.The weight coefficients of five quality dimensions of Internet hospital service determined by AHP are 0.20,0.19,0.27,0.20 and 0.14 respectively.(3)Reliability and validity of the scale.The reliability test results show that the overall a coefficient of the scale is 0.822,and the internal consistency reliability level of the questionnaire is high;the a coefficient values of all dimensions are above 0.7,indicating that the reliability of the questionnaire is good.validity test:the results of content validity test show that the correlation coefficient of indicators in each dimension is between 0.4 and 0.8,which is at the level of medium high correlation,and the content validity of the scale is good;the results of structure validity test show that the quality items in the scale are between 0.60 and 0.91,and the correlation degree of each dimension is medium low correlation,which is the conclusion of the scale.The construct validity meets the general requirements of the study.4.Internet hospital service satisfaction survey results.In this study,300 questionnaires were sent out to the users of Internet hospital services,267 of which were valid.The effective questionnaire rate was 89%.The results show that the top three Internet hospital service items are hospital level,intelligent guidance and con fidentiality,while the service quality items such as timely response to consultation,convenient settlement of medical insurance,and patient communication have low satisfaction scores.5.KANO demand survey results of Internet hospital services.(1)The survey results of KANO demand for Internet hospital services are as follows:6 attractive quality attributes,5 must-be quality attributes,and the rest 10 quality indicators are all one-dimensional attributes.The corresponding quality indicators of expected quality attributes and necessary quality attributes account for more than 70%of the Internet hospital service quality indicators.(2)Results of patients' satisfaction influence(SI)and dissatisfaction influence(DSI)in Internet hospital services:the first three quality indexes of Si coefficient ranking are:the system is convenient for doctors and patients to establish stable contact(0.76),the online consultation system has rich service items(0.75),the online consultation system timely replies patients'consultation/complaint(0.75),and the number of online doctors is su fficient(0.72),and the medical insurance settlement of online consultation system is convenient(0.72).The first three quality indexes of DSI coefficient are as follows:the confidentiality of online consultation system is strong(0.79),there are professional pharmacists in charge of prescription review in online consultation system(0.78),and patience in online doctor service(0.76).6.Improvement strategy.According to the idea of satisfaction importance strategic matrix,this paper puts forward the core strategy to improve the service quality of Internet hospital-"guarantee the necessary quality,strengthen the expected quality,pursue the charm quality",clarify the weak links of service,and strengthen the quality supervision.Conclusion:1.Based on SERVQUAL model,the evaluation index system of Internet hospital service quality is constructed.On this basis,the evaluation scale of Internet hospital service quality,namely Internet hospital patient satisfaction questionnaire,is developed,which provides an effective method for the evaluation of Internet hospital service quality.2.The results of satisfaction questionnaire show that the service quality of Internet hospitals is still at a low level,and there are problems in various dimensions of Internet hospital services,such as assurance,tangibility,reliability,responsiveness and caring.3.Combined with the research idea of KANO model,this paper puts forward the improvement strategy of Internet hospital service quality from the perspective of patients' needs.This is a set of feasible analysis methods for Internet hospital service quality management.The quality improvement strategy of "ensuring the must-be quality,strengthening the one-dimensional quality and pursuing the attractive quality"has certain reference value for improving the service quality of Internet hospitals and even the quality management of medical services. |
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