Research On Construction And Promotion Strategy Of Internet Hospital Service Quality Evaluation System

ObjectiveThe Novel Coronavirus outbreak at the end of 2019 is still spreading rapidly,making containment more difficult than ever.The diagnosis and treatment mode of physical hospitals is not only inefficient but also increases the risk of cross infection between patients and medical staff.Therefore,how to improve the service quality of Internet hospitals and promote their rapid and healthy development is an urgent problem to be solved at present.Related concepts based on the SERVQUAL model and draw lessons from the service content of the project,to build the hospital service quality evaluation index system of Internet,a Internet hospital in Jinan as the research object,and find out the optimum path of current Internet hospital service quality and put forward the strategies,the results will be conducive to the Jinan Internet hospital service quality has increased,It can also provide reference for the improvement of Internet hospital service quality in other regions.MethodIn this paper,literature research is firstly used to understand the research progress of Internet hospital service quality,get familiar with relevant evaluation models and theories of service quality,and select models and theories applicable to the analysis and evaluation of Internet hospital service quality.Secondly,the evaluation index system of Internet hospital service quality is constructed by combining established theories with expert interviews.Thirdly,the index system was used to design questionnaires based on The KANO model.245 valid questionnaires were collected through field investigation,and the obtained data were analyzed based on the KANO model,providing a basis for future service quality improvement strategies.ResultThe evaluation index system of Internet hospital service quality was established.On the basis of SERVQUAL model’s five dimensions and specific service items,an initial scale of Internet hospital service quality was developed.Through expert consultation and reliability and validity analysis of the initial scale,the index system of Internet hospital service quality evaluation was constructed.The evaluation index system includes five dimensions of assurance,tangibility,reliability,responsiveness and empathy and 22 specific service quality evaluation indexes.Determine the satisfaction-importance coefficient of each service index.Twenty-two service quality indicators were designed based on KANO model.According to the data analysis results of the questionnaire,the twenty-two indicators were classified into five attributes,such as charm attribute,expectation attribute,essential attribute,no difference attribute and reverse attribute.The percentage of each attribute of KANO model was calculated to determine the satisfaction-importance coefficient of each index item,namely,the satisfaction influence（SI）and dissatisfaction influence（DSI）,also known as the Better-Worse coefficient.The optimization path of Internet hospital service quality is analyzed.Scatter plots were drawn by combining SI value,DSI value and satisfaction score.According to service items in different quadrants,specific optimization items of Internet services were determined.The optimization items of assurance dimension were as follows: doctors’ diagnosis and treatment technology level,doctors’ service attitude and platform customer service ability;Tangible dimensions can optimize items: number of physicians,service content,smooth operation of the platform;Items that can be optimized from the reliability dimension are: punctuality of medical opening and confidentiality of patients’ privacy;Items that can be optimized from responsiveness dimension: intelligent referral service,waiting time for consultation;The empathy dimension can optimize the projects:doctors establish long-term contact with patients,provide medication guidance and tracking service to patients,and push health knowledge.ConclusionThrough the theoretical design of SERVQUAL model,this paper constructed an evaluation system containing 22 indicators,and classified the KANO attributes of each indicator through the survey data,so as to calculate the satisfaction-importance coefficient of each indicator,and carried out matrix analysis based on the satisfaction score.Thirteen priority service improvement projects were identified,including Internet doctor diagnosis and treatment technology,smooth operation of the platform,confidentiality of medical privacy,intelligent guidance,and health knowledge push.Optimization of these projects has significant significance for the improvement of Internet hospital service quality.Based on priority service improvement projects,the optimization path is given in the form of regression dimension,and corresponding service quality improvement strategies are proposed.The optimization path can provide an optimization plan for the service quality of Internet hospitals from the five dimensions of tangibility,assurance,reliability,responsiveness and empathy.Specific medical quality improvement strategies,such as government-led promotion of sustainable development of Internet hospitals,strengthening management of online medical treatment,improving the quality of volunteer workers,improving the relevance of medical treatment services,and improving platform design,provide targeted management improvement measures.These strategies have clear scope of application,strong pertinence and definite theoretical reference significance and practical value.