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Objective:To construct an evaluation index system of perceived service quality for Internet hospitals, and to provide references for scientific evaluation and effective management of such hospitals′ service quality.Methods:Thanks to literature review and expert interviews, an index system was initially built based on the Brady and Cronin model.From August to November 2021, Delphi expert consultation method was used in three rounds of correspondence questionnaire survey, and experts were consulted to assess the importance, familiarity and judgment basis of these indexes. The importance of the indexes was expressed by ± s, and the weight value of each index was calculated using analytic hierarchy process fuzzy comprehensive evaluation method and SPSS Au software. Results:The evaluation index system of perceived service quality for such hospitals included 3 level-1 indexes, namely environmental quality, interaction quality and result quality; and 10 level-2 indexes, namely software platform, service support, social factors, attitude, behavior, professional quality, service effect, service efficiency, service cost, satisfaction; and 30 level-3 indexes. Among these indexes, result quality of level-1 indexes scored the highest weight value(0.337); Software platform, professional quality, service support and attitude of level-2 indexes scored a higher weight values, respectively 0.119, 0.119, 0.109 and 0.109. Of level-3 indexes, reputation of Internet hospitals, service attitude of their doctors and doctor-patient communication skills of doctors online scored a higher weight values, respectively 0.102, 0.057 and 0.055.Conclusions:The index system for Internet hospital perceived service quality evaluation built in this study proved scientific, contributing positively to guiding Internet hospitals to improve their quality and safety management.
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Objective To understand the status quo of clinical practice teaching quality based on undergraduate nursing program interns perspective, analysis the problems existing in the clinical practice teaching process, provide the basis for next making improvement scheme and measures. Methods Adopt the clinical practice teaching quality gap scale to survey the 82 undergraduate nursing program interns in the tumor affiliated hospital of Harbin medical university, to observe the clinical practice teaching quality score, and adopted the quadrant analysis method to do in-depth analysis of clinical practice teaching quality evaluation factors. Results the overall score of clinical practice teaching quality in a certain Class-three hospital was 74.65 points, responsive dimension was the highest score 81.00 points, assurance dimension was the lowest score 72.30 points. the indexes need to improve were to provide the corresponding channels of consulting for students, training hospital could listen to the opinions of the protection of life and the suggestion;the indexes need to reshape were easy to get teachers′guidance and help in the internship time, special attention will be given special case for individual nursing students, training hospital introduces many policies as the starting point of the nursing students′ interests. Conclusion The hospital has larger improvement and promotion space on clinical practice teaching quality. Clinical practice teaching quality evaluation based on service quality gap model is helpful that practice hospital targeted to carry out the continuous improvement, enhance the level of practice teaching hospital.
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Objective To evaluate the service quality of medical examination by Servperf scale.Methods Combined with the Servperf scale adaptation,patients were surveyed.Results (1) The level of medical examination service qualtiy is low,and the overall score rate is 66.53％.(2) There are five evluation demensions in medical examination service qualtiy scale;and according to patients' cognation degree,they are assurance,tangible,reliability,responsiveness and empathy (67.45％,67.33％,67.08％,65.98％ and 65.03％).(3) That hospital commitment to patients can be completed timely,medical examination facilities attract patients,medical examination facilities are uptodate,the doctor is always willing to help patients,and the medical services meet all the needs entered the regression equation,and affected the satisfaction of medical examinations.Conclusion Perceived service quality has a direct impact on the satisfaction of medical examination and specific measures need to be taken for the improvement of service quality of medical examination.
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This paper takes the Traditional Chinese Medicine health population science as a social service . From the theoretical perspective .There's a clue that using the models of Perceived Service Quality , Determinants of Quality of Service , 5 Gaps Mode to find out the invisible zone of the continuous improvement of TCM populational sci -ence services.With the further analysis , this zone refers to the 5 gaps of the recognition differential .By minimizing the recognition differential , we form up a strategic program package for TCM populational science , which makes it dif-ferent.Besides, the real case of Guangdong Provincial hospital of TCM has verified that the good TCM populational Science service had demonstrated a positive influence to the Harmonious Relationship of doctor -patient.
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Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer's overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named 'Employee attitude', 'Cleanliness', 'Reputation', 'Reliability', 'Food', 'Price', 'Convenience', 'Variety', all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the "will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of 'Employee attitude' and 'Cleanliness'(p<0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that 'Employee attitude' seems to be related more closely to the group with higher loyalty(p<0.05); that the 'Price' dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p<0.05).