Service quality evaluation of college students on blood donation: Based on SERVQUAL
10.13303/j.cjbt.issn.1004-549x.2021.03.021
- VernacularTitle:基于SERVQUAL量表的高校学生献血服务质量感知的调查分析
- Author:
Yurong YUAN
1
;
Peng LI
1
Author Information
1. Yichang Red Cross Blood Center, Yichang 443005, China
- Publication Type:Journal Article
- Keywords:
SERVQUAL;
blood donation service;
college blood donors;
blood donor retention
- From:
Chinese Journal of Blood Transfusion
2021;34(3):280-283
- CountryChina
- Language:Chinese
-
Abstract:
【Objective】 To investigate the quality of blood donation service for college students, so as to provide basis for improving the service level of blood donation in colleges and universities. 【Methods】 Based on SERVQUAL scale, a questionnaire was designed to investigate the evaluation of blood donation service quality among student donors in 3 universities in Yichang, and the improvement direction of blood donation service for college students was analyzed. 【Results】 The expectation of blood donation service of college students was as follows: assurance>reliability>visibility>responsiveness>empathy. The actual feeling was as follows: reliability>empathy>visibility>assurance>responsiveness. The service quality score was empathy>reliability>visibility> responsiveness> assurance. 【Conclusion】 Blood donation service in colleges should be improved from 3 aspects of assurance, visibility and responsiveness, so as to improve the quality of blood donation service, meet the expectations of college students and promote the retention of blood donors.
