本文關(guān)鍵詞：SERVQUAL和KANO模型結(jié)合在產(chǎn)科護(hù)理中的應(yīng)用評(píng)價(jià)　出處：《山西醫(yī)科大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 服務(wù)質(zhì)量 SERVQUAL模型 KANO模型 期望值 感知值

【摘要】：目的:將服務(wù)質(zhì)量差異(SERVQUAL)模型和卡諾(KANO)二維品質(zhì)模型結(jié)合應(yīng)用于產(chǎn)科護(hù)理管理領(lǐng)域,確定產(chǎn)科護(hù)理服務(wù)質(zhì)量差異,發(fā)現(xiàn)產(chǎn)科護(hù)理管理中存在的問(wèn)題;同時(shí)對(duì)產(chǎn)科護(hù)理服務(wù)屬性進(jìn)行分類,識(shí)別核心護(hù)理服務(wù),提出改進(jìn)產(chǎn)科護(hù)理服務(wù)流程的建議,為護(hù)理管理者建立一個(gè)新的決策分析方法。方法:1.服務(wù)質(zhì)量差異模型分析:構(gòu)建產(chǎn)科護(hù)理服務(wù)質(zhì)量差異模型分析問(wèn)卷,包括感知護(hù)理服務(wù)質(zhì)量測(cè)評(píng)問(wèn)卷和期望護(hù)理服務(wù)質(zhì)量測(cè)評(píng)問(wèn)卷,以服務(wù)質(zhì)量差異模型(SERVQUAL模型)的五維度,即“有形性、可靠性、反應(yīng)性、保證性、移情性”作為問(wèn)卷的理論框架,參考柯卉基于SERVQUAL模型,結(jié)合我國(guó)護(hù)理服務(wù)工作修訂的《護(hù)理服務(wù)質(zhì)量評(píng)價(jià)量表》及田�？〉摹痘诨颊唧w驗(yàn)的醫(yī)療服務(wù)質(zhì)量評(píng)價(jià)研究》,并結(jié)合產(chǎn)科護(hù)理服務(wù)特色形成問(wèn)卷;從孕產(chǎn)婦角度對(duì)產(chǎn)科護(hù)理服務(wù)質(zhì)量感知-期望差異進(jìn)行分析。2.KANO模型分析:構(gòu)建產(chǎn)科護(hù)理服務(wù)KANO分析問(wèn)卷,在產(chǎn)科護(hù)理服務(wù)質(zhì)量差異模型分析問(wèn)卷的基礎(chǔ)上,改變問(wèn)卷格式形成;將護(hù)理服務(wù)質(zhì)量得分為負(fù)值的條目納入KANO問(wèn)卷,對(duì)產(chǎn)科護(hù)理服務(wù)進(jìn)行分類,挖掘核心護(hù)理服務(wù),從而有針對(duì)性的進(jìn)行服務(wù)質(zhì)量改進(jìn)。結(jié)果:1.孕產(chǎn)婦期望護(hù)理服務(wù)質(zhì)量測(cè)評(píng)問(wèn)卷總體克朗巴赫系數(shù)為0.855,感知測(cè)評(píng)問(wèn)卷總體克朗巴赫系數(shù)為0.918。2.孕產(chǎn)婦感知護(hù)理服務(wù)質(zhì)量總得分為141.65±11.23,期望護(hù)理服務(wù)質(zhì)量總得分為149.19±7.53,總體感知低于期望。3.五個(gè)維度的護(hù)理服務(wù)質(zhì)量得分從高到低順序?yàn)?有形性0.10±4.22;移情性-0.84±3.01;反應(yīng)性-1.26±2.49;保證性-2.63±3.09;可靠性-2.95±3.64。4.經(jīng)過(guò)單因素方差分析和多元線性回歸分析結(jié)果顯示孕產(chǎn)婦人均收入是影響產(chǎn)科護(hù)理服務(wù)質(zhì)量得分的主要因素。5.產(chǎn)科護(hù)理服務(wù)KANO分析正向問(wèn)卷的克朗巴赫系數(shù)為0.968,反向問(wèn)卷的克朗巴赫系數(shù)為0.890。6.將服務(wù)質(zhì)量差異(SERVQUAL)模型分析問(wèn)卷結(jié)果中的23條服務(wù)項(xiàng)目納入到KANO問(wèn)卷,其中必備服務(wù)有10項(xiàng),魅力服務(wù)有7項(xiàng),期望服務(wù)有6項(xiàng)。7.根據(jù)Better-Worse系數(shù),對(duì)提高產(chǎn)婦滿意度影響較大的前五位的服務(wù)指標(biāo)有:(1)及時(shí)了解產(chǎn)婦需求并盡力滿足(2)主動(dòng)傾聽(tīng)并安慰(3)耐心回答問(wèn)題(4)提供個(gè)性化服務(wù)(5)保證與產(chǎn)婦溝通時(shí)間。結(jié)論:將SERVQUAL模型和KANO模型結(jié)合應(yīng)用可以作為一種有效地護(hù)理服務(wù)質(zhì)量評(píng)價(jià)方法,進(jìn)一步找出產(chǎn)科護(hù)理服務(wù)弱點(diǎn),幫助產(chǎn)科護(hù)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(hù)理服務(wù)質(zhì)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(xué)位授予單位】：山西醫(yī)科大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：R473.71

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