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.
关键词
公立医院/医院护工/SERVQUAL/德尔菲法/熵值法/追踪方法学/护工评价
Key words
public hospitals/hospital attendants/SERVQUAL/Delphi method/entropy method/tracer methodology/attendant evaluation
维普
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