CAJ | 학술논문

目的：应用Servqual评价法调查三级甲等综合医院门诊血液标本采集服务质量现状,探讨影响感知服务质量的因素。方法应用基于Servqual评价法的服务质量测评量表对300例门诊血液标本采集患者进行调查。结果各三级甲等医院的感知服务质量均为负值,不同医院感知服务质量在有形性、可靠性、响应性、保证性、移情性五个维度上的差异有统计学意义(P<0.05)。比较性别和医疗费用支付情况对感知服务质量的影响,差异有统计学意义(P<0.05)。结论门诊采血服务质量有待进一步提高,Servqual量表能够客观、有效地分析出影响护理服务质量的关键问题,对持续性改进服务质量具有重要意义。
목적：응용Servqual평개법조사삼급갑등종합의원문진혈액표본채집복무질량현상,탐토영향감지복무질량적인소。방법응용기우Servqual평개법적복무질량측평량표대300례문진혈액표본채집환자진행조사。결과각삼급갑등의원적감지복무질량균위부치,불동의원감지복무질량재유형성、가고성、향응성、보증성、이정성오개유도상적차이유통계학의의(P<0.05)。비교성별화의료비용지부정황대감지복무질량적영향,차이유통계학의의(P<0.05)。결론문진채혈복무질량유대진일보제고,Servqual량표능구객관、유효지분석출영향호리복무질량적관건문제,대지속성개진복무질량구유중요의의。
Objective Investigating the present situation of nursing service in tertiary general hospital blood specimen col-lection to find out the key factors affecting the quality of service. Methods The Servqual scale was used among 300 patients with blood collecting. Results The perceived service quality score of every hospital was negative,the difference of Tangible、Reliability、Responsiveness、Assurance、Empathy of different hospitals was statistically significant (P<0.05).And the effect of gender and payment mode of medical expenses for perceived service quality were statistically significant(P<0.05). Conclu-sions The service quality of blood specimen collection remains to be further improved,Servqual scale can objectively and ef-fectively analyze the key problem of nursing service quality.