摘要
目的联合应用服务质量(SERVQUAL)模型和KANO模型评价儿科门诊护理服务质量,探究低水平护理服务项目的服务需求属性。方法采用SERVQUAL模型问卷和KANO模型问卷,对儿科门诊就诊的289例患儿的家属进行调查。通过SERVQUAL模型分析不符合患儿家属期待的低水平护理服务项目,再通过KANO模型调查上述低水平护理服务项目的需求属性。结果护理服务质量总分为-1.77分;SERVQUAL模型问卷38个条目中,20个条目护理服务质量处于低水平,其中必备属性服务9项,魅力属性服务8项,期望属性服务3项。结论儿科门诊护理服务总体未达到患儿家属满意,管理者需要根据不同服务需求属性采取针对性对策。
Objective To evaluate the quality of pediatric outpatient care using the SERVQUAL model and Kano model,and to identify quality attributes of low-level quality service elements.Methods A sample of 289 family members attending the pediatric outpatient clinic was invited to complete a battery of questionnaires.The SERVQUAL model was used to screen low-level quality service elements and the Kano model was utilized to identify categories of attributes of low-level quality service elements.Results The total score of quality of pediatric outpatient care was-1.77.Among 38 service elements,20 were low-quality,of which 9 were classified into must-be attributes category,8 were in the attractive attributes category and 3 were expected attributes.Conclusion There was a gap between overall quality of care and satisfaction of family members in pediatric outpatient clinic,so managers should provide targeted measures according to their Kano model attributes.
作者
张俊
王艳艳
苏洁
Zhang Jun;Wang Yanyan;Su Jie(Department of Pediatrics,Tangdu Hospital,Air Force Medical University,Xi′an 710038,China)
出处
《护理学杂志》
CSCD
北大核心
2020年第13期4-8,共5页
Journal of Nursing Science
