Research on evaluation of internet hospital service quality based on SE-RVQUAL-IPA model
Objective To investigate patients'expectations and perceived values of service quality of internet hospital in Heilongjiang province and explore strategies to improve the service quality of internet hospitals.Methods Based on the modified SERVQUAL scale,a survey was conducted using an online questionnaire for 515 patients who had experience in internet hospitals in Heilongjiang province.Results The total perceived value of the quality of internet hospital services by 515 patients was 3.73 points,with an expectation value of 4.15 points and a quality gap of-0.41 points.The quality gap was negative for all dimensions.The impor-tance-performance(IPA)analysis showed that 5 items were located in the advantage quadrant,11 items were located in the opportunity quadrant,and 8 items were located in the improvement quadrant.Conclusion Overall priority is given to the development of responsive and tangible aspects of construction,with empathetic and economic aspects as secondary development pro-jects,and the implementation of different strategic measures for the key entries therein,taking into account their nature,in order to coordinate and promote the high-quality development of internet hospitals.
internet hospitalservice qualitySERVQUAL modelimportance-performance a-nalysis
NETL
NSTL
万方数据
