A study on the application of Servperf model in measuring obstetrical care service quality / 中国实用护理杂志

ABSTRACT

Objective We aimed to explore the value of Servperf model in evaluation of nursing service quality of obstetrics.Methods This survey was conducted by modified Servperf model.A total of 315 maternal in obstetrics of a certain hospital in Xinjiang province were studied.Results The total scores of nursing service quality in obstetrics were (117.78±17.60) and score index was 81.2％.The score index from high to low for each dimension turned out asthe score of assurance was (37.09 ± 5.15),and score index was 82.4％; the score of reliability was (12.19 ± 2.08) and score index was 81.3％; the score of care was (32.27 ± 5.13) and score index was 80.7％; the score of responsiveness was (36.24 ± 6.13) and score index was 80.5％.The maternal who had different occupations,hospitalization days,education levels and perceived health status had significant difference in perception of nursing service quality.Conclusions On the basis of ensuring assurance and reliability,nursing managers should give priorities to responsiveness and empathy care in terms of nursing service quality.In addition,nursing interventions should be given accoming to influencing factors in order to effectively improve nursing service quality of obstetrics.