Study on the evaluation of patient perceived service quality in internet hospitals
10.3760/cma.j.cn111325-20240516-00398
- VernacularTitle:互联网医院患者感知服务质量评价研究
- Author:
Yurong BAO
1
;
Yinghui BAO
;
Hao MA
;
Lu LI
;
Yue LOU
;
Linlin JIANG
Author Information
1. 解放军总医院第二医学中心质量管理科，北京 100853
- Publication Type:Journal Article
- Keywords:
Quality of health care;
Evaluation;
Internet hospital;
Questionnaire investigation;
Expectation-performance gap
- From:
Chinese Journal of Hospital Administration
2024;40(10):793-798
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To assess the validity and applicability of the questionnaires through the survey of patient-perceived service quality at the sample Internet hospital, gain the information of service quality of the Internet hospital and put forward suggestions for its improvement.Methods:Random cluster sampling method was used to conduct an online questionnaire survey on the perceived service quality of an Internet hospital in Beijing from September 15 to October 30, 2022. Altogether 450 valid questionnaires were collected. The questionnaire included 23 questions in 3 categories: environment quality, interaction quality and outcome quality; and it also investigated the patient′s demographic characteristics and chronic disease status. Cronbach′s alpha, Kendall′s W, and Bollen-Stine models were employed to analyze the reliability and validity of the questionnaire, Spearman correlation coefficient and Wilcoxon test were used to analyze the correlation and comparison of quality results, and expectation-performance gap and importance performance analysis methods were applied to analyze quality management issues and improvement priorities. Results:The Cronbach′s alpha of the questionnaire was 0.97, Kendall′s W was 0.36. The Bollen-Stine analysis showed that all the evaluation indicators met the consistency requirements. Taken 7 as the highest score, the overall perception score of the service quality of the Internet hospital was 5.22, the expected score was 5.41, and the difference was -0.19. Among the 23 indicators, 6 indicators had perceived scores exceeding the expected score, and 17 indicators had perceived scores below the expected score. The patient′s satisfaction score of the Internet hospital was 5.29, which was significantly correlated with the perceived score of service quality. The results of expectation-performance gap analysis and importance performance analysis suggested that emergency handling, risk notification, privacy protection, online and offline close combination, etc. should be the focus in the improvement of the Internet hospital′s service quality. Conclusions:The questionnaire of Internet hospital service quality is scientific and applicable, which can serve as references for future related research. The construction and operation of Internet hospitals need to focus on the aging needs, and improve the service quality and satisfaction level by strengthening medical security and information security management, coordinating online and offline medical resources, and improving the number and medical level of physicians.
