| With the development of the Internet and intelligent devices in China,the medical Internet is developing continuously,especially the mobile Internet is becoming more and more mature.Many internet medical platforms are developed.On the one hand,these internet medical platforms integrate the medical process of patients with Internet technology and intelligent hardware technology,and on the other hand,integrate doctors and information resources to improve the ability to serve patients 。 At present,the development of internet medical platform in China is in the ascendant,and it is also recognized by many users.As the internet medical platform is still relatively new,its development characteristics change rapidly,and the state has not made clear provisions on the quality of service.At present,there are still some problems in the field of internet medical services,such as insufficient online and offline integration,poor access effectiveness of doctor resources,etc It is the lack of unified standards in service quality,which leads to the lack of effective support in the process of service quality improvement.Internet medical platform also needs to improve service quality through market practice within the scope of legal provisions.In this context,this paper takes w internet medical platform as an example to analyze its service quality problems,in order to provide an effective reference for solving the problem.Based on SERVQUAL model,this paper develops a service quality evaluation model for internet medical platform.On this basis,AHP model is introduced to determine the weight of the index.Further,the questionnaire is used to collect user evaluation data,and the most consistent views of users are obtained by using fuzzy comprehensive judgment method.Through the combination of practice and theory,this paper constructs the evaluation model of service quality of W internet medical platform,and sets relevant evaluation indexes according to the actual situation of W internet medical platform and classic theory,forms an improved evaluation system based on SERVQUAL system,selects AHP fuzzy comprehensive evaluation model,and further introduces AHP to solve the weight of service quality evaluation index By using the collected user data to calculate the membership degree of the index,the fuzzy comprehensive judgment method is used to determine the index weight.The weight of the index is obtained as follows: perceived ease of use(w =0.1705),perceived reliability(w = 0.228),perceived usefulness(w =0.3605)and perceived service efficiency(W)= 0.2411)。 Based on the fuzzy comprehensive judgment method to determine the evaluation results of each index,according to the membership degree,the results are as follows: perceived ease of use(f)is "relatively unsatisfied",perceived reliability(R)is "relatively satisfied",perceived usefulness(U)is "general",perceived service efficiency(s)is "general",the evaluation result of W internet medical platform service quality has 35.37%probability It is "average",28.98% of the probability is "relatively satisfied",and the overall preference is "general".Finally,based on the analysis conclusion,this paper puts forward some suggestions to improve the service quality of W internet medical platform,including improving the intelligent degree of the platform,improving the quality of diagnosis and treatment of the platform,improving the tracking closed-loop service,and paying attention to the creation of characteristic business. |
