摘要
目的:构建互联网医院服务质量评价指标体系,为分析互联网医院运行现状,提升互联网医院服务质量提供参考。方法:采用文献研究和德尔菲法,构建基于SERVQUAL模型的互联网医院服务质量评价指标体系,将网络层次分析法和熵值法结合计算综合权重。结果:两轮专家的调查表回收率均为100%。专家权威系数平均值为0.84。第一轮专家咨询的专家协调系数介于0.19-0.27,第二轮专家咨询的专家协调系数均大于0.4,显著性检验均P<0.05。通过两轮专家咨询,最终构建了评价互联网医院服务功能质量和技术质量的指标体系,包含了安全性、可靠性、保证性等9个二级指标以及29个三级指标,三级指标综合权重为0.0089-0.0944。结论:研究构建的互联网医院服务质量评价指标体系具有一定的科学性和可靠性,可为提升互联网医院绩效,实现医改目标和全民健康覆盖提供助力。
Objective:To construct an evaluation index system of Internet hospital service quality,so as to provide reference for analyzing the operation condition of Internet hospital and improving its service quality.Methods:Using literature review and Delphi approach,the index system of service quality evaluation for Internet hospital was constructed based on SERVQUAL model.Also,the combined weight was calculated by combining the analytic network process and entropy weight method.Results:The two questionnaire rounds'effective recall rates were 100%.The average expert authority coefficient was 0.84.The expert coordination coefficients for the first round of expert consultation ranged from 0.19 to 0.27,while those for the second round were larger than 0.4,and the P values of significance test were all<0.05.After two rounds of expert consultation,the evaluation index system of service function quality and service technical quality for Internet hospitals was finally constructed,including 9 second-level indicators such as safety,reliability and assurance,and 29 third-level indicators.The comprehensive weights of the third-level indicators ranged from 0.0089 to 0.0944.Conclusions:The index system of service quality evaluation for Internet hospital constructed in this study is scientific and reliable,which has the potential to enhance performances of Internet hospitals,achieve the goal of medical reform and universal health coverage.
作者
张晨阳
李培艺
李为民
ZHANG Chenyang(West China School of Public Health,Sichuan University,Chengdu,Sichuan,610041,China)
出处
《医学与社会》
北大核心
2023年第10期72-78,共7页
Medicine and Society
基金
国家自然科学基金资助项目,编号为72207174
中国博士后基金资助面上项目,编号为2022M722262
四川大学华西医院专职博士后研发基金资助项目,编号为2023HXBH009。
关键词
医院管理
互联网医院
服务质量
评价
指标体系
Hospital Management
Internet Hospital
Service Quality
Evaluation
Index System
