摘要
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。
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.
出处
《中国护理管理》
2011年第5期54-56,共3页
Chinese Nursing Management
