应用Servqual模型测评外科护理服务质量之探讨

目的:应用Servqual模型测评外科护理服务质量,探讨其在我国外科护理服务质量测评中应用的可能性和局限性。方法:应用基于Servqual模型的护理质量测评量表对300名住院患者进行调查。结果:本次测评应用的Servqual量表经检验具有良好的信度和效度;五维度的重要性排序依次为反应性、有形性、保证性、可靠性、移情性。结论:Servqual模型作为一种有效的质量测评方法,应用于我国外科护理质量评价具有一定的适用性,但也存在一定的局限性,同时在实际测评中应该注意五维度的重要性排序。

A Study on the Application of Servqual Model in Measuring Surgical Care Service Quality

Objective：In order to inspect the adaptation and limitations of Servqual model in surgical nursing service quality evaluation.Methods：The Servqual scale was used among 300 inpatients in this investigation.Results：The Servqual scale has a good reliability and validity.The five dimensions of Servqual model comprises of Responsiveness,Tangible,Assurance,Reliability,Empathy.Conclusions：As an effective quality assessment methods,Servqual model could be adopted to nursing service quality evaluation inland,but the order of different dimensions should be paid attention.