本文關鍵詞：SERVQUAL和KANO模型結合在產(chǎn)科護理中的應用評價　出處：《山西醫(yī)科大學》2017年碩士論文　論文類型：學位論文

  更多相關文章： 服務質量 SERVQUAL模型 KANO模型 期望值 感知值

【摘要】：目的:將服務質量差異(SERVQUAL)模型和卡諾(KANO)二維品質模型結合應用于產(chǎn)科護理管理領域,確定產(chǎn)科護理服務質量差異,發(fā)現(xiàn)產(chǎn)科護理管理中存在的問題;同時對產(chǎn)科護理服務屬性進行分類,識別核心護理服務,提出改進產(chǎn)科護理服務流程的建議,為護理管理者建立一個新的決策分析方法。方法:1.服務質量差異模型分析:構建產(chǎn)科護理服務質量差異模型分析問卷,包括感知護理服務質量測評問卷和期望護理服務質量測評問卷,以服務質量差異模型(SERVQUAL模型)的五維度,即“有形性、可靠性、反應性、保證性、移情性”作為問卷的理論框架,參考柯卉基于SERVQUAL模型,結合我國護理服務工作修訂的《護理服務質量評價量表》及田�？〉摹痘诨颊唧w驗的醫(yī)療服務質量評價研究》,并結合產(chǎn)科護理服務特色形成問卷;從孕產(chǎn)婦角度對產(chǎn)科護理服務質量感知-期望差異進行分析。2.KANO模型分析:構建產(chǎn)科護理服務KANO分析問卷,在產(chǎn)科護理服務質量差異模型分析問卷的基礎上,改變問卷格式形成;將護理服務質量得分為負值的條目納入KANO問卷,對產(chǎn)科護理服務進行分類,挖掘核心護理服務,從而有針對性的進行服務質量改進。結果:1.孕產(chǎn)婦期望護理服務質量測評問卷總體克朗巴赫系數(shù)為0.855,感知測評問卷總體克朗巴赫系數(shù)為0.918。2.孕產(chǎn)婦感知護理服務質量總得分為141.65±11.23,期望護理服務質量總得分為149.19±7.53,總體感知低于期望。3.五個維度的護理服務質量得分從高到低順序為:有形性0.10±4.22;移情性-0.84±3.01;反應性-1.26±2.49;保證性-2.63±3.09;可靠性-2.95±3.64。4.經(jīng)過單因素方差分析和多元線性回歸分析結果顯示孕產(chǎn)婦人均收入是影響產(chǎn)科護理服務質量得分的主要因素。5.產(chǎn)科護理服務KANO分析正向問卷的克朗巴赫系數(shù)為0.968,反向問卷的克朗巴赫系數(shù)為0.890。6.將服務質量差異(SERVQUAL)模型分析問卷結果中的23條服務項目納入到KANO問卷,其中必備服務有10項,魅力服務有7項,期望服務有6項。7.根據(jù)Better-Worse系數(shù),對提高產(chǎn)婦滿意度影響較大的前五位的服務指標有:(1)及時了解產(chǎn)婦需求并盡力滿足(2)主動傾聽并安慰(3)耐心回答問題(4)提供個性化服務(5)保證與產(chǎn)婦溝通時間。結論:將SERVQUAL模型和KANO模型結合應用可以作為一種有效地護理服務質量評價方法,進一步找出產(chǎn)科護理服務弱點,幫助產(chǎn)科護理管理者制定決策提供理論依據(jù),從而保證并改善產(chǎn)科護理服務質量,提高產(chǎn)婦滿意度。
[Abstract]:Objective: the service quality difference (SERVQUAL) model and Kano (KANO) combined with two-dimensional quality model is applied to the field of nursing management, determine the difference in obstetric nursing quality, found that there are problems in the management of obstetric care; the obstetric nursing service attribute classification, identification of core nursing service, improve obstetric nursing service process proposal to establish a new method of decision analysis for nursing management. Methods: to analyze the differences between the 1. service quality model: to construct the difference of nursing service quality obstetric model analysis questionnaire, including perceived nursing service quality evaluation questionnaire and expectations of nursing service quality evaluation questionnaire, quality of service differentiation model (SERVQUAL model) of the five dimensions, namely "tangibles, reliability, responsiveness, assurance, empathy as a theoretical framework of the questionnaire, Ke Hui SERVQUAL reference model based on combination of nursing service industry in China As the nursing service quality evaluation scale revised < > and < Tian Tsunetoshi Medical Service Quality Evaluation Research > patient experience based, and form a questionnaire of obstetric nursing service characteristics; analysis.2.KANO model analysis of perceived nursing service quality expectations from the perspective of maternal obstetric difference: the construction of maternity care services KANO analysis in the questionnaire. The difference of obstetric nursing service quality model based on the analysis of the questionnaire, questionnaire format will change the form; the nursing service quality score of negative entries into the KANO questionnaire, the classification of maternity care services, mining the core of nursing services, and thus targeted to improve the quality of service. Results: 1. maternal expectations of nursing service quality evaluation questionnaire of general Krone Bach the coefficient is 0.855, the overall perception assessment questionnaire Krone Bach coefficient 0.918.2. maternal perceived nursing service quality total score was 141.65 + 11.2 3, the quality of nursing service expectations for the total score of 149.19 + 7.53, the nursing service quality score lower than expected overall perception of the five dimensions of.3. from high to low order: tangible 0.10 + 4.22 -0.84 + 3.01; empathy; reactive -1.26 + 2.49 -2.63 + 3.09; guarantee; the reliability of -2.95 + 3.64.4. by single factor variance analysis and multiple linear regression analysis showed that maternal income per capita is the main influence factors of obstetric nursing quality score.5. maternity care services KANO Krone Bach positive coefficient of questionnaire is 0.968, the number of Krone Bach questionnaire for 0.890.6. will reverse the service quality difference (SERVQUAL) model to analyze 23 service items in the questionnaire results into KANO the questionnaire, 10 of them have the necessary service, attractive service 7, expected service have 6.7. according to the Better-Worse coefficient, to improve maternal satisfaction of the top five. Financial indicators are: (1) to understand the maternal needs in a timely manner and satisfy (2) active listening and comfort (3) patiently answer questions (4) (5) to provide personalized service to ensure communication with maternal time. Conclusion: the SERVQUAL model and KANO model combined with the application can be used as an effective nursing service quality evaluation method. To further identify maternity care services weaknesses, help obstetric nursing managers to develop a theoretical basis for decision-making, so as to ensure and improve the quality of obstetric care services, improve maternal satisfaction.

【學位授予單位】：山西醫(yī)科大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：R473.71

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