Public Hospital Outpatients Perception of the Service SERVQUAL Model
南京大学医院管理研究所资助项目（NDYG 2019002）
目的：了解患者对南京市某三级公立医院门诊服务质量的潜在期望与实际感知，为提高病人满意度，推动医院高质量发展提供参考。方法：采用修订后的SERVQUAL量表对200位门诊就诊患者进行问卷调查，并运用二维象限法分析测评结果。结果：门诊患者对服务质量的潜在期望与实际感知之间均存在显著差异（P＜0.05）。二维象限图分析结果显示：有3个条目位于象限Ⅰ，10个条目位于象限Ⅱ，2个条目位于象限Ⅲ，6个条目位于象限Ⅳ。结论：门诊患者对服务质量的实际期望与真实感知存在明显差距，医院应持续优化就诊环境、提高诊疗技术、完善就医流程、注重人文关怀，不断提升门诊服务质量和服务水平。
Objective：To understand patients’ potential expectations and actual perceptions of outpatient service quality in acertaintertiary public hospital in Nanjing，so as to provide a reference for improving patients’satisfaction and promoting the high quality development of the hospital. Methods：200 outpatients were investigated with the revised SERVQUAL scale，and the results were analyzed by two-dimensional quadrant method. Results：There were significant differences between potential expectations and actual perceptions of service quality of outpatients（P＜0.05）. The results of two-dimensional quadrant map analysis showed that there were 3 items located in quadrant Ⅰ，10 items located in quadrantⅡ，2 items located in quadrant Ⅲ，and 6 items located in quadrant Ⅳ. Conclusion：There is a significant gap between outpatients’ actual expectation and real perception of service quality. Hospital should continue to optimize the medical environment，improve the diagnosis and treatment technology，improve the medical process，pay attention to humanistic care，and constantly improve the quality and level of outpatient service.