| 崔楠,崔静,孙健,等.基于 SPO与 SERVQUAL模型的互联网医院服务质量评价指标体系构建研究[J].安徽医药,2026,30(10):2101-2107. |
| 基于 SPO与 SERVQUAL模型的互联网医院服务质量评价指标体系构建研究 |
| Construction of an evaluation index system for the service quality of internet hospitals based on the SPO and SERVQUAL model |
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| DOI：10.3969/j.issn.1009-6469.2026.10.037 |
| 中文关键词: 医院管理 互联网医院 服务质量评价 指标体系 融合结构 -过程 -结果( SPO)模型 服务质量差距(SERVQUAL)模型 |
| 英文关键词: Hospital administration Internet hospitals Service quality evaluation Index system SPO model SERVQUAL model |
| 基金项目:山东省自然科学基金青年项目( ZR2021QG066) |
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| 中文摘要: |
| 目的构建公立医院互联网医院服务质量评价指标体系，从而为我国互联网医院服务质量评价形成统一、科学、全面的评价标准提供依据。方法于 2024年 3—6月，利用相关政策与文献研究，融合结构 -过程 -结果( SPO)模型、服务质量差距(SERVQUAL)模型初拟指标，选取 21位相关领域专家作为咨询对象，运用德尔菲法进行两轮意见征询，并通过层次分析法确定指标权重，最终形成评价体系。结果两轮专家咨询有效问卷回收率均为 100%，专家权威系数为 0.885，专家协调系数介于 0.14~0.29之间。最终构建包含 3个一级指标、 7个二级指标和 31个三级指标的互联网医院服务质量评价指标体系。其中，一级指标的权重分别为 0.311(结构维度)、 0.196(过程维度)、 0.493(结果维度)，二级指标权重范围为 0.018~0.207，三级指标权重范围为 0.001~0.164。结论构建的互联网医院服务质量评价指标体系具备科学性与可靠性，能够为互联网医院的服务质量评估、管理优化及标准化监管提供系统、可靠的量化工具。 |
| 英文摘要: |
| Objective To construct a service quality evaluation index system for Internet hospitals of public hospitals, so as to pro-vide a basis for forming unified, scientific and comprehensive evaluation standards for the service quality evaluation of Internet hospi-tals in China.Methods This study was conducted from March to June 2024. Based on relevant policies and literature research, candi-date indicators were proposed using the Structure–Process–Outcome (SPO) model and the SERVQUAL (service quality gap) model. Twenty-one domain experts participated in two rounds of consultation using the Delphi method. The analytic hierarchy process (AHP)was applied to determine indicator weights, and the final evaluation system was subsequently established.Results The response rateof valid questionnaires for two rounds of expert consultation was 100%. The expert authority coefficient was 0.885, and the expert coor-dination coefficient ranged from 0.14 to 0.29. The finalized evaluation system comprised 3 primary indicators (Structure: weight 0.311,Process: weight 0.196, Outcome: weight 0.493), 7 secondary indicators (weights 0.018-0.207), and 31 tertiary indicators (weights 0.001-0.164).Conclusion The service quality evaluation index system for Internet hospitals constructed in this study is scientific and reli-able, which can serve as a systematic and reliable quantitative tool for the service quality assessment, management optimization and standardized supervision of Internet hospitals. |
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