SERVQUAL model-based investigation of education service quality for professional master's students in clinical medicine
10.3760/cma.j.cn116021-20231017-01721
- VernacularTitle:基于SERVQUAL模型的临床医学硕士专业学位研究生教育服务质量调查
- Author:
Lu YU
1
;
Yongjie QIN
;
Zhendong JIANG
;
Yang BAI
;
Ya HE
;
Fazhang LAN
;
Cheng ZHONG
Author Information
1. 陆军军医大学第一附属医院耳鼻咽喉科，重庆 400038
- Keywords:
Professional master's students in clinical medicine;
Quality of education service;
Expectation-perception model;
SERVQUAL model
- From:
Chinese Journal of Medical Education Research
2024;23(4):465-470
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To conduct a survey of the current status of education service offered to professional master's students in clinical medicine in a grade-A tertiary hospital in Chongqing, China based on the SERVQUAL model, and to discuss the problems with education service as well as measures for improvement.Methods:Based on the SERVQUAL model, a questionnaire consisting of 30 items in 5 dimensions was designed. Each item was rated for an expected score and a perceived score. Medical professional master's students in a Chongqing grade-A tertiary hospital in the first half year of 2022 were surveyed for the expected and perceived quality of education service to calculate service quality (SQ). SPSS 26.0 was used for reliability and validity analyses and descriptive statistical analyses. The results were analyzed using a two-dimensional quadrant graph.Results:A total of 263 valid questionnaires were returned, with an effective response rate of 97.77%. For both the expectation scale and the perception scale, the Cronbach's α values were >0.8, and the Kaiser-Meyer-Olkin values were >0.7, indicating good reliability and validity. The mean expected value of education service quality was 4.28, the mean perceived value was 3.96, and the mean gap value was -0.32. The SQ scores for all the items were negative, except for "provide neat suits for work". The two-dimensional quadrant analysis showed that 6 items were located in quadrant III (low-expectation and low-perception area), and 7 items were located in quadrant IV (high-expectation and low-perception area).Conclusions:The evaluation scale based on the SERVQUAL model can effectively reflect problems in postgraduate education for medical master's students, helping develop strategies to improve the quality of education service.
