基于SERVQUAL模型的手术工勤定位平台服务质量评价体系构建与应用
Construction and Application of Service Quality Evaluation System of Surgical Staff Positioning Platform Based on SERVQUAL Model
王毅豪 1袁骏毅1
作者信息
- 1. 上海市胸科医院(上海交通大学医学院附属胸科医院),上海,200030
- 折叠
摘要
以上海市胸科医院为例,基于服务质量(Service Quality,SERVQUAL)模型,通过焦点访谈法、半结构化访谈法、德尔菲法构建了手术工勤定位平台服务质量评价体系,阐述了体系的应用效果,得出手术工勤定位平台的硬件设备能够基本符合被访者的使用需求,为医院工勤人员精细化管理提供参考.
Abstract
Taking the Shanghai Chest Hospital as an example,it constructs a service quality evaluation system for the surgical staffpositioning platform based on the Service Quality(SERVQUAL)model by using focus group interviews,semi-structured interviews,and the Delphi method;elaborates on the application effects of the system,concluding that the hardware equipment of the surgical staffpositioning platform can basically meet the needs of the interviewees,providing a reference for the refined management of hospital staff.
关键词
医院管理/SERVQUAL模型/服务质量/评价体系Key words
Hospital management/SERVQUAL model/Quality of service/Evaluation system引用本文复制引用
出版年
2024
NETL
NSTL
万方数据