我国药品注册行政受理服务质量的SERVQUAL评价研究

目的 通过对我国药品注册行政受理的服务质量关键性维度进行梳理和评估,找到现存的实施困境进而提出相应的建议,以期对行政受理管理工作的改进有所启示。方法 利用文献研究梳理行政受理服务质量的评价维度,参考PZB的服务质量评价模型(SERVQUAL)评价表及Likert的“五点量表”形成问卷,进而对服务质量进行调研、分析。结果 响应性、透明性及可靠性对药品注册行政受理的服务质量影响权重较大,但其实际感知值均比原有期望值更低,且未能得到足够重视,体现在监管方实际感知值较行政相对人更高。结论 SERVQUAL评估模型适用于药品注册受理的服务质量评价,建议从明晰目标、简化流程、完善制度等3方面优化服务质量。

SERVQUAL Evaluation of Drug Registration Administrative Acceptance Service Quality in China

OBJECTIVE To sort out and evaluat the service quality key dimensions of drug registration administrative acceptance in China, find out the problem and then put forward corresponding suggestions, in order to enlighten the administrative acceptance management work. METHODS The evaluation dimensions of administrative acceptance service quality are sorted out by literauture research, referring PZB′s SERVQUAL evaluation table and Likert′s "five-point scale" to make the questionnaire, then using questionnaire to investigate and analyze the service quality. RESULTS Responsiveness, transparency and reliability have a great influence on the service quality of drug registration administrative acceptance,but its actual perceived value is lower than the original expectation.And the phenomenon has not received enough attention, it can reflected in the supervisions′ actual perceived value is higher than the administrative relative person. CONCLUSION The SERVQUAL evaluation model is suitable for the service quality evaluation of drug registration acceptance, and the authors put forward the suggestions to optimize the service quality from aspects of clarifying objectives, simplifying procedures and perfecting systems.