基于SERVQUAL标尺的健康小屋服务质量评价现况

摘要

ABSTRACTObjective: To evaluate the service quality of 4 health cabins in Jinyang, Sanlin, Beicai and Weifang Community Health Service Centers in Pudong New District, Shanghai with SERVQUAL scale to provide the reference for the peer work.Methods: Based on convenience sampling principle, the residents who had physical examination and were willing and able to express clearly were selected in the 4 health cabins in Jinyang, Sanlin, Beicai and Weifang Community Health Service Centers from Sep. 2015 to Feb. 2016. The questionnaire investigation was done which included the demographic data, expectation of the quality of service in the health cabins, actual feeling of the quality of service in the health cabins and opinions or advice for the health cabins, and there was statistical signiifcance(P<0.05).Results:The overall service quality of the health cabins of the residents’ survey was -0.15. From the 5 service quality attributes, the evaluation of the response to the health cabins of residents was the lowest(-0.39), and that of empathy was the highest(0.03). In speciifc items, the evaluation of “the staff providing home visit service for residents who had dififculties” was the lowest(-1.00), while that of “the appearance of staff”was the highest(0.46). In addition, through the difference test, there were obvious differences of the residence with different educational background or self-evaluated health status in the evaluation results of tangibility, assurance and overall service quality of the health cabins(P<0.05). Residents with different monthly income per capita in family had the signiifcant differences in reliability assessment of the health cabins(P<0.05). And residents with different marital status had the signiifcant differences in overall service assessment of the health cabins(P<0.05).Conclusion:Application of SERVQUAL scale in the evaluation process of the service quality of the health cabins can help to discover the problems of health service and is conducive to improvement and enhancement of the quality of service purposefully.%目的：以上海市浦东新区金杨、三林、北蔡、潍坊等4家社区卫生服务中心健康小屋为例，采用SERVQUAL标尺法评价健康小屋服务质量，以期对同行开展工作有所借鉴。方法：基于便利抽样原则，选取2015年9月至2016年2月期间在金杨、三林、北蔡、潍坊等4家社区卫生服务中心健康小屋体检、有意愿且能够清晰表达的居民，进行人口学资料、对健康小屋服务质量期望、对健康小屋服务质量实际感受、对健康小屋的建议等的问卷调查，以P＜0.05为差异有统计学意义。结果：参与调查的居民对健康小屋的总体服务质量评价结果为-0.15。其中，从服务质量5个属性来看，居民对健康小屋在响应性方面的评价最低，为-0.39，在移情性方面的评价最高，为0.03；在具体各项条目上，对“工作人员为有困难的居民上门服务”评价最低，为-1.00，对“工作人员仪表”评价最高，为0.46。不同学历或自我评价健康状况不同的居民对健康小屋服务的有形性、保证性及整体质量评价结果差异具有统计学意义（P＜0.05）；不同家庭人均月收入居民，对健康小屋服务的可靠性评价差异有统计学意义（P＜0.05）；不同婚姻状况居民，对健康小屋服务的整体质量评价差异有统计学意义（P＜0.05）。结论：将SERVQUAL标尺法应用于健康小屋质量评价过程中，及时发现服务质量问题所在，有利于有的放矢地改进和提高服务质量。