Study on the construction of the perceived service quality evaluation index system for Internet hospitals
10.3760/cma.j.cn111325-20211229-01177
- VernacularTitle:互联网医院感知服务质量评价指标体系构建研究
- Author:
Yurong BAO
1
;
Yue LOU
;
Yinghui BAO
;
Linlin JIANG
;
Cheng CHEN
Author Information
1. 解放军总医院第二医学中心质量管理科，北京 100853
- Keywords:
Health services administration;
Internet hospital;
Perceived service quality;
Evaluation index system;
Brady and Cronin model
- From:
Chinese Journal of Hospital Administration
2022;38(4):285-289
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To construct an evaluation index system of perceived service quality for Internet hospitals, and to provide references for scientific evaluation and effective management of such hospitals′ service quality.Methods:Thanks to literature review and expert interviews, an index system was initially built based on the Brady and Cronin model.From August to November 2021, Delphi expert consultation method was used in three rounds of correspondence questionnaire survey, and experts were consulted to assess the importance, familiarity and judgment basis of these indexes. The importance of the indexes was expressed by ± s, and the weight value of each index was calculated using analytic hierarchy process fuzzy comprehensive evaluation method and SPSS Au software. Results:The evaluation index system of perceived service quality for such hospitals included 3 level-1 indexes, namely environmental quality, interaction quality and result quality; and 10 level-2 indexes, namely software platform, service support, social factors, attitude, behavior, professional quality, service effect, service efficiency, service cost, satisfaction; and 30 level-3 indexes. Among these indexes, result quality of level-1 indexes scored the highest weight value(0.337); Software platform, professional quality, service support and attitude of level-2 indexes scored a higher weight values, respectively 0.119, 0.119, 0.109 and 0.109. Of level-3 indexes, reputation of Internet hospitals, service attitude of their doctors and doctor-patient communication skills of doctors online scored a higher weight values, respectively 0.102, 0.057 and 0.055.Conclusions:The index system for Internet hospital perceived service quality evaluation built in this study proved scientific, contributing positively to guiding Internet hospitals to improve their quality and safety management.
