中国卫生事业管理2025，Vol.42Issue(2)：146-149,234,5.
基于未来社区健康场景的服务质量关键驱动因素研究
Research on the Key Driving Factors of Service Quality Based on Future Community Health Scenarios Sampled with Hangzhou
摘要
Abstract
Objective To analyze the key driving factors of service quality based on future community health scenarios in Han-gzhou,and propose improvement strategies.Methods From September 2023 to February 2024,a questionnaire was conducted on 552 residents chosen from the first accepted six future communities in Hangzhou by using a stratified sampling method.The ques-tionnaire included the main demographic information,and the perceived importance and actual performance of 35 items of service quality in future community health scenarios,which was scored by Likert 5.Descriptive analysis was carried out and paired sam-ples were compared by t-test.Data were analyzed using the IPA matrix to derive key service quality drivers based on future com-munity health scenarios.Results A total of 552 valid questionnaires were finally included.The mean score of the perceived impor-tance of the future community health service quality expected by the residents was 4.45±0.51,and the mean score of the actual perceived quality was 3.99±0.36.The differences in the scores of importance and perceived performance of the five dimensions of tangibility,reliability,responsiveness,assurance and empathy were statistically significant(P＜0.001),and the difference in the mean values were all negative,with the smallest mean difference of-0.20 points for responsiveness and the largest mean difference of-0.62 points for assurance.The results of the matrix analysis showed that 8 indicators as'one-stop scientific fit-ness guidance','smart elderly health monitoring','elderly health monitoring and early warning','medical service capability','intelligent technology mastery capability','exercise rehabilitation capability','psychological counseling,interpersonal rela-tionship,and social support',and'home service'were the key drivers of service quality in the future community health scene.Conclusion There is a gap between the quality of future community health services and the expectations of residents.It is suggested in the future to focus on the integration of sports and medicine,improve the national fitness system,innovative intelligent monito-ring methods to enhance health warning capabilities,and establish emotional connections to cultivate community social capital.关键词
未来社区/健康场景/关键驱动因素/服务质量/SERVQUAL模型Key words
future communities/health scenarios/key driving factors/service quality/SERVQUAL model分类
医药卫生引用本文复制引用
王文婷,任建萍,周冯晨,刘克宁,汪胜,乐燕娜..基于未来社区健康场景的服务质量关键驱动因素研究[J].中国卫生事业管理,2025,42(2):146-149,234,5.基金项目
国家自然科学基金面上项目"基于目标成就评量的社区中医药健康管理服务评价及优化策略研究"(71874047) （71874047）
浙江省中医药科技计划项目"基于未来社区健康场景的基层中医药健康服务能力评价研究"(2023ZF034) （2023ZF034）
杭州市哲学社会科学规划项目"基于SERVQUAL-IPA模型的杭州市未来社区健康服务质量评价研究"(M23YD036) （M23YD036）
