Development of a service quality evaluation system for hospital attendants in public hospitals
Objective:To develop a service quality evaluation system for hospital attendants in public hospitals to provide a basis for standardized attendant management.Methods:The SERVQUAL model,combined with literature review,tracer methodology field surveys,and two rounds of expert consultations using the Delphi method,was employed to establish the evaluation system.Indicator weights were assigned using the expert decision method and entropy method.Results:The final evaluation system includes 5 Level 1 indicators and 23 Level 2 indicators.The participation rate of 17 experts was 100％,with authority coefficients of 0.841 and 0.842(P＜0.001).Kendall's coefficient increased across rounds(0.218 and 0.343),indicating high consistency among expert opinions.Conclusion:The developed system is systematic and scientific,serving as an effective tool for evaluating and managing the service quality of hospital attendants.
public hospitalshospital attendantsSERVQUALDelphi methodentropy methodtracer methodologyattendant evaluation
万方数据
维普
