Service quality evaluation of college students on blood donation: Based on SERVQUAL / 中国输血杂志

ABSTRACT

【Objective】 To investigate the quality of blood donation service for college students, so as to provide basis for improving the service level of blood donation in colleges and universities. 【Methods】 Based on SERVQUAL scale, a questionnaire was designed to investigate the evaluation of blood donation service quality among student donors in 3 universities in Yichang, and the improvement direction of blood donation service for college students was analyzed. 【Results】 The expectation of blood donation service of college students was as follows assurance>reliability>visibility>responsiveness>empathy. The actual feeling was as follows reliability>empathy>visibility>assurance>responsiveness. The service quality score was empathy>reliability>visibility> responsiveness> assurance. 【Conclusion】 Blood donation service in colleges should be improved from 3 aspects of assurance, visibility and responsiveness, so as to improve the quality of blood donation service, meet the expectations of college students and promote the retention of blood donors.