Construction of a service quality evaluation index system for public hospital wechat official account platforms
10.3969/j.issn.1671-332X.2025.05.017
- VernacularTitle:公立医院微信公众平台服务质量评价指标体系构建研究
- Author:
Yingwen KONG
1
;
Qilin CAI
1
Author Information
1. 广州市第一人民医院 广东 广州 510180
- Publication Type:Journal Article
- Keywords:
Public hospitals;
WeChat official account platform;
Quality of service;
Evaluation index system
- From:
Modern Hospital
2025;25(5):722-725
- CountryChina
- Language:Chinese
-
Abstract:
Against the backdrop of nationwide initiatives to enhance healthcare experience and patient satisfaction,this study developed a service quality evaluation index system for the public hospital WeChat official account platforms using the SE-RVQUAL model as the theoretical framework.Through two rounds of Delphi expert consultations,a three-level index system was established,comprising 5 primary dimensions,15 secondary categories,and 28 tertiary indicators.Analyses of expert participa-tion rate,authority coefficient,coordination coefficient,reliability,and consistency demonstrated the rationality and scientific va-lidity of the developed system.This evaluation index system not only enriches the relevant research on the service quality of public hospital WeChat platforms,but also offers practical applicability to effectively improve patients' satisfaction.In addition,the study emphasizes the importance of user experience feedback and proposes optimization strategies,including establishing smooth patient feedback channels,enhancing customer service responsiveness,and cultivating professional platform operation teams.Fu-ture iterations will focus on refining the index system through further validation and calibration to create a comprehensive,objec-tive,and feasible evaluation tool for public hospital WeChat platforms..
