中国临床药学杂志2026，Vol.35Issue(4)：302-308,7.DOI:10.19577/j.1007-4406.2026.04.003
基于SERVQUAL模型的药学门诊服务质量评价体系构建与实证研究
Construction and empirical study of the quality evaluation system of outpatient pharmacy services based on the SERVQUAL model
摘要
Abstract
AIM To establish a quality evaluation system for outpatient pharmacy services through a dual approach integrating theoretical development based on the SERVQUAL model and empirical analysis,thereby enhancing service quality and patient health management efficiency,and providing theoretical and practical guidance for the advancement of outpatient pharmacy services.METHODS A 17-item questionnaire including 5 dimensions,namely tangibility,reliability,responsiveness,assurance,and empathy,was designed.A survey was conducted among 256 outpatients at a certain hospital through the distribution and collection of evaluation questionnaires.The study compared the gap between outpatients' perceived and expected service quality to quantitatively assess service performance.SPSS 26.0 and Amos 24.0 were used to conduct reliability and validity tests and paired t-tests to explore the service quality gap and the influence of educational background on patient perceptions.RESULTS The expected values of the 5 dimensions were all higher than the perceived values(P＜0.05).The service quality gaps were reliability(-0.22±0.64),assurance(-0.24±0.72),tangibility(-0.26±0.93),responsiveness(-0.26±0.68),and empathy(-0.33±0.77)from small to large.The scale had good reliability and validity(Cronbach's α＞0.7,KMO＞0.8,variance contribution rate＞70％).CONCLUSION The pharmaceutical outpatient service exhibits systematic deficiencies in emotional care,service efficiency,and environmental facilities.It is recommended to prioritize improvements in these 3 dimensions to enhance the quality of outpatient pharmacy services.Continuous quality improvement could be achieved through measures such as enhancing empathy training for pharmacists,optimizing service processes and facilities,and establishing a standardized quality control system.关键词
药学门诊服务质量/SERVQUAL模型/患者期望与感知的差异Key words
quality of outpatient pharmacy services/SERVQUAL model/differences between patient expectations and perceptions分类
医药卫生引用本文复制引用
蒋澜,王知力,艾伟鹏..基于SERVQUAL模型的药学门诊服务质量评价体系构建与实证研究[J].中国临床药学杂志,2026,35(4):302-308,7.基金项目
深圳市南山区技术研发和创意设计项目分项资金教育(卫生)科技项目(编号NS2023125) （卫生）
