摘要
目的分析石家庄市农村地区无偿献血者人群结构特征和献血服务满意度,总结献血服务方面的经验和不足,提出农村地区无偿献血服务的相关建议。方法应用服务营销理论中的SERVQUAL模型设计调研问卷,以石家庄市农村地区无偿献血者作为研究对象,进行献血者人群结构特征分析和献血服务满意度评价。结果2019年7~9月,在石家庄市12个县乡发放调研问卷1100份,回收有效问卷983份。人群结构特征:以男性、年龄30~39岁段、大专以下学历、农民、重复献血者、奉献爱心为主。献血服务满意度水平:总体满意度为97.36%,采血地点不方便、采血时间不方便、献血过程等待时间长这3项占到全部不满意选择(165)的74%。以献血次数为行变量分别对献血者人群结构特征指标、献血服务满意度进行统计分析显示:不同献血次数的献血者在性别、年龄、文化程度、职业、献血目的、了解献血的渠道的构成比上均具有统计学差异(P<0.05),不同献血次数的献血者在排名前4的对献血服务不满意的问题及“对本次献血服务总体评价”的构成比上没有统计学差异。结论在农村地区无偿献血服务中,应根据不同人群结构特征、不同献血经历的献血者人群特点,提供精准有效的、适合农村实际情况的无偿献血宣传、招募与服务措施,以进一步提升献血服务满意度。
Objective To study the satisfaction with organization in blood donation presented by voluntary blood donors in rural Shijiazhuang city,and outline their sociodemographic profile,so as to improve the blood donation organizations and maintenance of donors.Methods The questionnaire was designed using the SERVQUAL model of service marketing theory and given to voluntary blood donors in rural Shijiazhuang city.The sociodemographic profile and the determinants of donor satisfaction were identified and analyzed.Results 893 out of 1100 questionnaires,covering 12 rural districts of Shijiazhuang city,were returned.The sociodemographic profile of rural voluntary donors were outlined as mainly male,30—39 years old,college degree below,farmer,repeat donor,and donating to charity.97.36%of respondents were satisfied with the service in blood donation.Such three dissatisfactions items as inconvenience with donation site/time and waiting time accounted for 74%of all dissatisfactions.χ^2 tests were used to compare sociodemographic variables between donors with different numbers of donation,and the composition ratios of gender,age,education level,occupation,donation motivation or the resources of blood donation knowledge were significant different among donors with different numbers of donation(P<0.05).χ^2 tests didn't reach significance difference in the composition ratios of top 4 dissatisfaction items or donor's overall evaluation to service reported by donors with different numbers of donation.Conclusion Focusing on the publicity,recruitment,and service quality of blood donation according to sociodemographic characteristics of local rural donors is critical to improve the donor satisfaction and building a cadre of committed repeat donors.
作者
蒋莹佳
陈莉
张子甲
王庆明
齐慧芳
尹湧华
朱明
戚海
JIANG Yingjia;CHEN Li;ZHANG Zijia;WANG Qingming;QI Huifang;YIN Yonghua;ZHU Ming;QI Hai(Institute of Blood Transfusion,Chinese Academy of Medical Sciences&Peking Union Medical College,Chengdu 610052,China;Hebei Blood Center)
出处
《中国输血杂志》
CAS
2020年第4期360-363,共4页
Chinese Journal of Blood Transfusion
基金
中国输血协会威高科研基金(项目编号:CSBT-WG-2018-03)
中国医学科学院医学与健康科技创新工程项目(项目编号:2016-I2M-1-018)。
关键词
农村地区
无偿献血者
人群结构特征
献血服务满意度
rural area
voluntary blood donor
demographic characteristics
satisfaction to blood donation service
