A study of post-examination service quality improvement in health management centres based on the SERVQUAL model and quality function deployment theory
10.3760/cma.j.cn115624-20240906-00718
- VernacularTitle:基于SERVQUAL模型和质量功能展开理论的检后服务质量改进措施
- Author:
Xiaoqian LI
1
;
Hua GUAN
;
Lili YANG
;
Yao LUO
Author Information
1. 成都中医药大学护理学院，成都 610075
- Publication Type:Journal Article
- Keywords:
Health management;
SERVQUAL model;
Quality function deployment;
Post-examination service;
Quality control
- From:
Chinese Journal of Health Management
2025;19(5):368-375
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To investigate improvement measures for post-examination service quality in health management centres based on the SERVQUAL model and quality function development theory.Methods:It was a cross-sectional study. A convenience sampling method was used to select 454 health check-up individuals from the Health Management Centre of Sichuan Provincial People′s Hospital in June-July 2024 as the study population. Based on the SERVQUAL model, a questionnaire was constructed on the demand for post-examination services at the health management center, the weights of customer needs and technical measures were determined, and a quality house was built using the quality function development theory to determine the priority order of the improvement measures.Results:The top three service demand items that customers focused on most were home visit service [ AB m=6.10(1.13×5.40)], medical staff empathy [ AB m=6.05(1.17×5.17)], and senior expert health consultation [ AB m=6.02(1.16×5.19)]; the top five technical measures in terms of importance were personalized service [ R t=12.82(283.99/2 214.62)], enhancement of medical staff training[ R t=11.63(257.66/2 214.62)], induction of high-level talents [ R t=7.88(174.57/2 214.62)], interpretation quality of medical examination reports [ R t=7.60(168.40/2 214.62)], and reminder management of abnormal indicators [ R t=7.02(155.57/2 214.62)]. Conclusions:The SERVQUAL model and quality function development theory can provide a viable methodological reference for quality improvement of post-examination service in healthcare centers.
