Objective To explore the gap of nursing quality between expectation and perception through the application of SERVQUAL in the evaluation of nursing service quality in the outpatient and emergency infusion room in tertiary general hospitals in Shanghai .Methods Totals of 261 patients in the outpatient and emergency infusion room in four tertiary general hospitals in Shanghai were surveyed by the questionnaire based on the service quality gap model according to the five attributes of SERVQUAL formed by combination with the characteristics of emergency and outpatient nursing service .Results The scores of expectation for service quality including tangibles , assurance, reliability, responsiveness and empathy were respectively (4.72 ±0.58), (4.71 ±0.63), (4.73 ±0.63), (4.74 ±0.64), (4.70 ±0.64), which were higher than (4.40 ±0.87), (4.47 ±0.81), (4.52 ±0.78), (4.52 ±0.79), (4.30 ±1.25) in the scores of perception, and the differences were statistically significant (Z=-6.18, -4.40, -4.41, -4.11, -2.62, respectively;P<0.05).Conclusions There is a gap of nursing quality between the expectation and perception in patients in the outpatient and emergency infusion room , and the nursing managers should take measurements to improve the quality of nursing service and meet the needs of patients .%目的：应用SERVQUAL工具测评上海市三级综合医院门急诊输液室护理服务质量，探讨服务质量期望与感知之间存在的差距。方法以服务质量差距模型为基础，根据SERVQUAL的5个基本属性，结合门急诊输液护理服务特点形成护理服务质量SERVQUAL工具，对上海市4家三级综合医院门急诊输液室261例输液患者进行问卷调查。结果输液患者在服务质量5个维度的期望分值分别为“有形性”（4．72±0．58）分、“保证性”（4．71±0．63）分、“可靠性”（4．73±0．63）分、“响应性”（4．74±0．64）分和“移情性”（4．70±0．64）分；感知分值分别为“有形性”（4．40±0．87）分、“保证性”（4．47±0．81）分、“可靠性”（4．52±0．78）分、“响应性”（4．52±0．79）分、“移情性”（4．30±1．25）分，5个维度上感知评分均小于期望值评分，差异均有统计学意义（Z值分别为-6．18，-4．40，-4．41，-4．11，-2．62；P＜0．05）。结论患者对门急诊输液室护理服务质量的期望与感知存在差距，护理管理者需采取针对性的措施提高护理服务质量，满足患者需求。
展开▼
