Analytical study of community health services quality based on 5-gap model
10.3760/cma.j.issn.1671-7368.2010.01.017
- VernacularTitle:用服务质量差距模型分析社区卫生服务质量
- Author:
Dahong GAO
;
Rui GUO
;
Shibing YANG
;
Yadong WANG
;
Wannian LIANG
- Publication Type:Journal Article
- Keywords:
Community health services;
Total quality management
- From:
Chinese Journal of General Practitioners
2010;9(1):41-43
- CountryChina
- Language:Chinese
-
Abstract:
In the marketing theory, service disparity model is a simple effective tool, capable of figuring out the five clusters of reasons leading to service failure. This article applies it in the community health service domain. Through the efforts of healing the five gaps in service delivery, including Consumer expectation-management perception gap, Management perception-service quality specification, Service quality specifications-service delivery gap Consumer expectation-management perception gap and Service delivery-external communications gap, we hope to improve the community health service quality radically.
