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“互联网+护理服务”质量测评体系开发

发表时间:2021-03-31  浏览量:288  下载量:52
全部作者: 刘娜,赵小松,王佳慧
作者单位: 天津大学管理与经济学部
摘 要: “互联网+护理服务”的发展为患者提供了很大的便利,在“互联网+护理服务”模式下,患者的护理需求发生了变化,患者感知的服务质量也会发生变化,因此本研究开发了一套“互联网+护理服务”质量测评体系。通过文献综述、专家咨询、小组讨论等方法,选择基于成熟的SERVQUAL(service quality)量表,结合“互联网+护理服务”的特点,构建了包括有形性、可靠性、响应性、保证性、移情性、费用经济性6个维度32条指标的质量测评体系。通过随机发放问卷,收回有效问卷74份。使用量表条目简化方法剔除不合适的指标2条,对简化的测评体系(共6个维度30条指标)使用SPSS25和AMOS25进行信度分析、效度分析、拟合度检验,证实最终的“互联网+护理服务”质量测评体系是科学合理的,对于“互联网+护理服务”的发展有重要贡献。
关 键 词: 管理学其他学科;服务质量;互联网+护理服务;测评体系;量表条目简化方法
Title: Development of “Internet + Nursing Service” quality evaluation system
Author: LIU Na, ZHAO Xiaosong, WANG Jiahui
Organization: College of Management and Economics, Tianjin University
Abstract: The development of “Internet + Nursing Service” has provided great convenience for patients. Under the “Internet + Nursing Service” model, the patients’ nursing needs have changed, and their perceived service quality will also change. Therefore, we developed a set of “Internet + Nursing Service” quality evaluation system in this study. Through literature review, expert consultation, group discussion and other methods, based on the mature SERVQUAL (service quality) scale, combined with the characteristics of “Internet + Nursing Service”, a quality evaluation system with a total of 32 indicators in 6 dimensions of tangibility, reliability, responsiveness, guarantee, empathy and cost economy was constructed. 74 valid questionnaires were recovered by randomly issuing questionnaires, and 2 inappropriate indicators were removed by using scale items simplification method. Then, Reliability analysis, validity analysis and fitting test on the simplified evaluation system (a total of 30 indicators in 6 dimensions) were performed by SPSS25 and AMOS25, which confirmed the final “Internet + Nursing Service” quality evaluation system was scientific and reasonable and would made important contributions to the development of “Internet + Nursing Service”.
Key words: other subjects of management; service quality; Internet + Nursing Service; evaluation system; scale items simplification method
发表期数: 2021年3月第1期
引用格式: 刘娜,赵小松,王佳慧. “互联网+护理服务”质量测评体系开发[J]. 中国科技论文在线精品论文,2021,14(1):124-134.
 
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