基于SERVQUAL量表的高校学生献血服务质量感知的调查分析

目的 调查分析高校学生献血服务质量,为提升高校献血服务水平提供依据.方法 基于SERVQUAL量表设计调查问卷,调查宜昌市3所高校的学生献血者的献血服务质量感知,分析高校学生献血服务的改进方向.结果 按高校学生献血者对献血服务的期望分值排序依次为:保证性、可靠性、有形性、响应性、移情性.实际感受分值排序为:可靠性、移情...

Service quality evaluation of college students on blood donation:Based on SERVQUAL

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.