远程医疗服务质量影响因素研究——基于服务质量差距模型

摘要

Through literature review, field research and typical interviews, this paper found out the factors affecting the quality of telemedicine service in China and constructed service quality model of telemedicine. By collecting relevant data through questionnaire, the result showed that the key factors affecting the quality of telemedicine service from high to low in importance are responsiveness, telemedicine facilities, medical personnel attitude, telemedicine charges, security, dissent processing, medical staff level. Finally, the corresponding countermeasures are put forward.%通过文献回顾、实地调研以及典型访谈,找出我国远程医疗服务质量的影响因素,构建远程医疗服务质量差距模型,并通过问卷调查收集相关数据进行研究,得出远程医疗服务质量的关键影响因素及其重要性排序:响应性、远程医疗设施、医务人员态度、远程医疗收费、安全性、异议处理、医务人员水平,最后提出相应对策.