| Objective:This study aims to explore the current situation of Internet TCM development in Guangdong Province according to the national conditions of TCM modernization development in China,analyze the existing problems of Internet TCM service through relevant investigation,and put forward corresponding countermeasures and suggestions to improve the Internet TCM service quality,in order to meet the growing health needs of the public.Method:By means of literature research,this study first CNKI,WANFANG date,VIP,PubMed and other domestic and foreign literature database and official website,with "Internet medicine","the Internet of traditional Chinese medicine(TCM)" and "wisdom of TCM"for keywords,widely collect and combing the domestic and foreign research progress on Internet medicine and Internet TCM,in reference to previous research results and on the basis of their previous study,put forward specific research ideas and research framework of this study.Secondly,based on the relevant studies of SERVQUAL model,appropriate indicators were selected to construct the evaluation model of Internet TCM service quality.Through expert evaluation and pre-investigation,the final survey scale was formed and the weight of each indicator was determined.Finally,a questionnaire survey was conducted on the target objects,and the expectation and perception of the respondents about TCM services on the Internet were analyzed according to the survey data.According to the difference between patients’ expectation and perception of service,the comprehensive calculation and analysis of service quality are carried out according to the corresponding weight coefficient,and suggestions and suggestions for optimization are put forward accordingly.Results:According to the survey result statistics and weight comprehensive analysis results,there is a gap between the actual service perception and service expectation,and the service quality level is generally average.There are also differences in the evaluation of service quality among groups with different characteristics.Gender,educational background,occupation,monthly income,age,and place of permanent residence all affect the application and evaluation of Internet TCM services.In the actual evaluation of service quality,the importance of different indicators is different,which will have an impact on the evaluation of service quality gap.On the whole,the perception evaluation of reliability dimension is low and the expectation is the highest,and it accounts for a large weight.After comprehensive calculation,the gap is also the largest,and corresponding rectification should be made according to the demands of patients.Tangibility and empathy have a relatively small gap in service quality,so there is no need to give priority to improvement.Conclusions and Suggestions:According to the survey results,the author analyzed the problems and causes that affect the Internet TCM service experience from five dimensions of SERVQUAL model,and proposed countermeasures to improve the service quality.At the macro level,we should strengthen supervision,continue to improve relevant laws and regulations,and strengthen the training of professional TCM talents.At the micro level,hospitals and other relevant institutions should improve their service content,enhance their diagnosis and treatment capacity through science and technology,unblocked doctor-patient communication channels,and explore integrated TCM services in Hong Kong and Macao. |
