Construction of a service quality evaluation index system for Internet Nursing Service based on Service Quality Gap Model

doi:10.3761/j.issn.0254-1769.2021.09.015

Abstract

Abstract:

Objective Based on the Service Quality Gap Model （SERVQUAL）,we construct the quality evaluation index system to improve our country’s “Internet Nursing Service”. Methods According to systematic literature research,semi-structured interviews,Delphi and sequence diagram method,we establish the quality evaluation index system for medical institutions to carry out “Internet Nursing Services”. Results We conducted 2 rounds of expert letter inquiries from September to November in 2020. The effective recovery rates of the 2 rounds of questionnaires were both 100.0%;the expert authority coefficient was 0.82;the Kendall harmony coefficients were 0.178 and 0.262 respectively. The final “Internet Nursing Service” quality evaluation index system includes 6 first-level indicators,18 second-level indicators and 66 third-level indicators. Conclusion The constructed “Internet Nursing Service” quality evaluation index system is scientific and practical,with comprehensive content,and can provide theoretical and practical bases for the development of "Internet Nursing Service" quality evaluation and service guidelines in China.

Key words: Internet Nursing Service, SERVQUAL Model, Quality Indicators, Health Care, Nursing Evaluation Research

摘要：

目的基于服务质量差距模型构建“互联网+护理服务”质量评价指标,旨在推进和完善我国“互联网+护理服务”。方法通过系统文献研究、半结构式访谈、德尔菲法及优序图法确立医疗机构开展“互联网+护理服务”的质量评价指标。结果 2020年9月—11月进行了2轮专家函询,2轮函询问卷的有效回收率均为100%,专家权威系数为0.82,肯德尔和谐系数分别为0.178和0.262。最终确立的“互联网+护理服务”质量评价指标包括一级指标6项（有形性、可靠性、保证性、响应性、移情性、易用性）、二级指标l8项和三级指标66项。结论该研究构建的“互联网+护理服务”质量评价指标具有较好的科学性和实用性,内容全面,可为我国开展“互联网+护理服务”的质量评价及服务指南的制订提供理论与实践依据。

关键词: “互联网+护理服务”, 服务质量差距模型, 质量指标, 卫生保健, 护理评价研究

WANG Xuerui, CHEN Yan, WANG Qing, XIA Dongyun, XU Ling. Construction of a service quality evaluation index system for Internet Nursing Service based on Service Quality Gap Model[J]. Chinese Journal of Nursing, 2021, 56(9): 1369-1376.

王雪瑞, 陈雁, 王清, 夏冬云, 许玲. 基于服务质量差距模型的“互联网+护理服务”质量评价指标研究[J]. 中华护理杂志, 2021, 56(9): 1369-1376.

Figures/Tables 4

Table 1 Basic situation of experts

Table 2 Experts insulting results of “Internet+nursing service” quality evaluation index

Table 2 Continued Experts insulting results of “Internet+nursing service” quality evaluation index

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