保健医学研究与实践2025，Vol.22Issue(4)：1-9,9.DOI:10.11986/j.issn.1673-873X.2025.04.01
基于SERVQUAL和KANO模型的门诊患者就医体验要素评价研究
Evaluation of outpatient medical experience elements based on the SERVQUAL and KANO models
摘要
Abstract
Objective To evaluate and identify elements of outpatient medical experience that require improvement from the pa-tient's perspective,thereby providing a basis for targeted enhancement strategies.Methods Between January and March 2024,270 outpatients at the First Affiliated Hospital of Xinjiang Medical University were surveyed using SERVQUAL and KANO questionnaires.A total of 265 valid responses were obtained(98.15%validity).Data were analyzed using ttests,the Better-Worse method,and importanceelement screening techniques.Results All SERVQUAL dimensions showed perceived service(PS)scores lower than expected service(ES)scores,yielding negative service quality(SQ)gaps;the Tangibles dimension had the smallest negative gap,while the Assurance dimension had the largest.Significant ES-PS differences were observed across all dimensions(P<0.05).Elements with negative SQ scores were subjected to KANO analysis:20 experience elements were classified via the Better-Worse method and an enhanced Kano model.Classification yielded 5 Attractive(A)elements spanning all five dimensions;6 Onedimensional(O)elements covering Tangibles,Responsiveness,Reliability,and Empathy;8 Mustbe(M)elements across all five dimensions;and 1 Indifferent(I)element in the Tangibles dimension.Importance analysis identi-fied 11 highimportance and 9 lowimportance elements.Ultimately,experience elements were categorized as 3 HighAttractive,2 LowAttractive,4 HighOneDimensional,2 LowOneDimensional,4 Performance,4 MustBe,and 1 Indifferent.Sensitivity a-nalysis of outpatient medical experience indicated that 17 of the 20 elements required improvement.Conclusion By integrating the SERVQUAL model with an enhanced KANO model,this study identifies key outpatient experience elements needing im-provement,offering references and actionable insights to elevate outpatient service quality.关键词
门诊患者/就医体验/SERVQUAL模型/KANO模型Key words
Outpatient/Medical experience/SERVQUAL model/KANO model分类
医药卫生引用本文复制引用
加依娜尔·木哈台勒,马丽娟,赵艳君,冯敏,马文涓,胡媛,李丽..基于SERVQUAL和KANO模型的门诊患者就医体验要素评价研究[J].保健医学研究与实践,2025,22(4):1-9,9.基金项目
新疆维吾尔自治区卫生与健康适宜技术推广项目(SYTG-Y202321) （SYTG-Y202321）
新疆维吾尔自治区医院管理研究所项目(ZZQYYGLYJS-202105A) （ZZQYYGLYJS-202105A）
新疆医科大学"青年科研启航"专项青年基金项目(YFY2022-QNRC-19) （YFY2022-QNRC-19）
新疆维吾尔自治区"天山英才"医药卫生高层次人才培养计划项目(TSYC202401A075). （TSYC202401A075）
