CAJ | 학술논문

医疗服务质量是医疗服务机构生存和发展的必要条件。如何有效的评价与提升医疗服务质量，尤其是基层医疗服务机构的服务质量，是一个重要的有理论价值和实际意义的研究课题。针对考虑患者满意度感知的医疗服务质量评价问题，首先，对医疗服务的质量问题进行了描述，并构建了基于SERVQUAL的医疗服务质量评价的指标体系；其次，提出了一种基于服务质量差距模型的服务质量测评方法，通过患者的服务期望与服务感知的差值来确定患者满意度；最后，通过在NX省某医院实际调查的结果，说明了提出方法的可行性。
의료복무질량시의료복무궤구생존화발전적필요조건。여하유효적평개여제승의료복무질량，우기시기층의료복무궤구적복무질량，시일개중요적유이론개치화실제의의적연구과제。침대고필환자만의도감지적의료복무질량평개문제，수선，대의료복무적질량문제진행료묘술，병구건료기우SERVQUAL적의료복무질량평개적지표체계；기차，제출료일충기우복무질량차거모형적복무질량측평방법，통과환자적복무기망여복무감지적차치래학정환자만의도；최후，통과재NX성모의원실제조사적결과，설명료제출방법적가행성。
Medical service quality is the necessary condition for the survival and development of medical service facilitating agency. How to evaluate and improve the medical service quality, especially for the service quality of the basic facilitating agency, is becoming an important theoretical and practical research topic. Considering the patients' satisfaction evaluation for the service quality, first of all, the problem of medical service quality is described. A medical service quality evaluation index system is constructed based on SERVQUAL. Secondly, it provides a service quality evaluation method based on service quality gap, through the patient's perception of service expectations and service to determine the difference between patients' satisfaction. Finally, a provincial hospital in NX province is given to illustrate the feasibility of the proposed method.