本文以民营 BD 医院为例进行实证研究，以医疗服务质量的评价和提升策略
为研究内容，首先通过对相关文献的收集和阅读，对医疗服务质量、医疗服务质
量评价的相关理论进行研究和分析，为本文的研究奠定理论基础。通过对民营
BD 医院的实际情况的了解，依据 SERVQUAL 模型，初步确定民营 BD 医院医
疗服务质量评价模型的维度和指标，并通过与相关医护人员的访谈，确定具体的
评价指标及权重，最终开发设计出 BD 医院服务质量评价量表，依据评价量表对
BD 医院进行问卷调查。通过对问卷调查数据的统计和分析，找出 BD 医院服务
质量存在不足的地方，分析问题存在的内在原因，提出对应的服务质量提升策略
本文的研究成果可为民营医院在医疗服务质量评价上提供方法层面的参考，让医
院的管理更有侧重和针对性，促使医院服务质量的改善，从而有利于医院的快速
发展
关键词：医疗服务；服务质量；SERVQUALII
Abstract
Since the reform and opening up, China's economy has developed rapidly.
People's income levels continue to improve, the level of education is more and more
high, people have enjoyed and willing to a higher quality of life. The value of the
healthy life, make people requires medical institutions to provide higher quality
medical services in recent years. The development of private hospitals rapidly,
become a force to be reckoned with in the medical industry competition. Compared
with public hospitals, private hospitals to meet the public demand for health care
through the provision of medical services, but also to safeguard the rights and
interests of the owners. Both the public and profit is the basis for long-term
development of private hospitals can be achieved. Both are provided to the private
hospital depends on the quality of service. The face has inherent advantages of public
hospitals and the rapid development of private hospitals or other institutions, such as
Through improving their service quality to build their own core competitiveness, in
competition in the market gain competitive advantage, private hospitals have to face
the problem is. Private hospitals as an important part of the country's medical system,
in the development process, continuously improve the quality of medical services, in
order to meet the needs of the people to let their to get sustainable development.
Based on the understanding of actual situation in BD Hospital, according to the
SERVQUAL model, it initially identifies dimensions and metrics of medical service
quality evaluation model of private BD Hospital. And it determines the specific
evaluation index and weight by interviewing relevant personnel and ultimately
designs and develops BD Hospital’s service quality assessment scale and then
conducts a questionnaire on BD Hospital based on the scale. With the statistics and
analysis of questionnaire, it aims to identify BD Hospital’s service weaknesses,
analyze the underlying causes and propose corresponding service promotion strategies.
This article is an application of research of results from previous studies on medical
service quality researches and the research result can provide methodological
information for private hospitals’ medical service quality evaluation; evaluation
results obtained with this method can provide reference to private hospital
administrators’ decisions so that the hospital's management become more focused and
targeted; while addressing problems reflected by the evaluation results can makeIII
hospitals improve the quality of services, which will help hospitals attract more
patients and bring more economic benefits to hospitals, which have practical influence
on hospitals’ healthy and rapid development.
Key words: Medical care; Quality of service; SERVQUALIV
目录
摘要...I
Abstract.......II
第 1 章 导论..........1
1.1 研究背景.1
1.2 研究意义.2
1.3 国内外相关研究文献综述........3
1.3.1 国外相关研究文献综述. 3
1.3.2 国内相关研究文献综述. 4
1.4 论文的研究思路和方法5
1.4.1 研究思路和框架..5
1.4.2 研究方法...6
第 2 章 相关理论基础.....8
2.1 服务与质量概述.8
2.1.1 服务的内涵与特征..........8
2.1.2 质量的内涵与特征..........9
2.2 服务质量的理论模型....9
2.2.1 感知服务质量理论模型. 9
2.2.2 PZB 五差距及容忍区域模型...11
2.3 服务质量的评价方法..13
2.3.1 SERVQUAL 量表..........13
2.3.2 质量三环节理论15
第 3 章 民营 BD 医院服务质量评价模型的构建与问卷设计........17
3.1 民营 BD 医院概况.......17
3.1.1 BD 医院基本情况.........17
3.1.2 BD 医院组织架构.........17
3.1.3 BD 医院人力资源结构.18
3.1.4 BD 医院服务接触流程.18
3.2 BD 医院医疗服务质量评价模型的构建......19
3.2.1 医疗服务的特殊性........19
3.2.2 医院服务质量的内涵与特征...20V
3.2.3 BD 医院服务质量评价维度与二级项目的设定.......21
3.3 BD 医院服务质量问卷的设计...........23
3.3.1 问卷设计.23
3.3.2 问卷结构.24
3.3.3 数据收集.24
3.3.4 BD 医院服务质量问卷的预调查........25
第 4 章 民营 BD 医院服务质量现状的问卷调查分析........ 27
4.1 问卷调查的实施...........27
4.1.1 问卷调查的对象27
4.1.2 抽样方法的选择27
4.1.3 数据处理方式....28
4.2 描述性统计分析...........28
4.2.1 性别分布.28
4.2.2 年龄分布.28
4.2.3 受教育程度........29
4.2.4 收入水平.29
4.3 数据统计分析...30
4.3.1 信度检验.30
4.3.2 效度检验.31
4.3.3 相关分析.32
4.4 BD 医院医疗服务质量问题分析.......34
4.4.1 服务技术质量问题分析...........34
4.4.2 服务功能质量问题分析...........35
第 5 章 民营 BD 医院提升服务质量的具体方案与保障措施........37
5.1 BD 医院提升服务质量的目标、原则与指导思想.37
5.1.1 BD 医院提升服务质量的目标37
5.1.2 BD 医院提升服务质量的原则37
5.1.3 BD 医院提升服务质量的指导思想....37
5.2 BD 医院服务质量的提升策略...........38
5.2.1 BD 医院医疗服务技术质量的提升策略.......38
5.2.2 BD 医院医疗服务功能质量的提升策略.......41
5.3 BD 医院提升服务质量的保障措施..42
5.3.1 BD 医院提升服务质量的人员保障....42
5.3.2 BD 医院提升服务质量的资金保障....42VI
5.3.3 BD 医院提升服务质量的组织保障....43
5.3.4 BD 医院提升服务质量的制度保障....43
5.3.5 BD 医院提升服务质量的文化保障....43
参考文献....45
致谢471
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