中国卫生事业管理2026，Vol.43Issue(3)：285-289,337,6.
SERVQUAL模型下的三级公立医院门诊患者服务质量评价体系的构建研究
Research on the Construction of a Service Quality Evaluation System for Outpatients in Tertiary Public Hospitals of Inner Mongolia Based on the SERVQUAL Model
摘要
Abstract
Objective To construct a service quality evaluation system for outpatients in tertiary public hospitals of Inner Mongolia based on the SERVQUAL model,aiming to enhance medical service quality and improve patient experience.Methods The SERVQUAL model was referenced,and a preliminary indicator system was drafted using literature review.The Delphi ex-pert consultation method was employed to optimize secondary indicators,resulting in the final evaluation system.Results Through two rounds of Delphi expert consultation,a consensus was reached among 15 experts,establishing an outpatient service quality evaluation system comprising 6 primary indicators and 31 secondary indicators.The weights of indicators at all levels were determined using the Analytic Hierarchy Process(AHP).Conclusion The expert authority coefficient of this system was 0.92,and the Kendall's coordination coefficient was significant(P＜0.01),indicating the scientific reliability of the constructed evaluation indicators.AHP results showed that CR＜0.1,with all matrices passing the consistency test.This system,based on the SERVQUAL model and aligned with the ＂National Assessment＂guidelines,demonstrates strong practical applicability.It can assist tertiary public hospitals in Inner Mongolia in precisely optimizing outpatient services and improving patient satisfac-tion,while also providing practical experience and management insights for the development of similar evaluation systems in public hospitals nationwide.关键词
三级公立医院/SERVQUAL模型/门诊患者/服务质量/评价指标Key words
Tertiary public hospitals/SERVQUAL model/Outpatients/Service quality/Evaluation indicators分类
医药卫生引用本文复制引用
包朝鲁门,蔡超,胡志德,孙晔晗..SERVQUAL模型下的三级公立医院门诊患者服务质量评价体系的构建研究[J].中国卫生事业管理,2026,43(3):285-289,337,6.基金项目
内蒙古自治区自然科学基金资助项目"全国三级公立医院绩效考核在内蒙古自治区实施的效果评价"(2022LHQN07004) （2022LHQN07004）
