SERVQUAL和KANO模型结合在产科护理中的应用评价

发布时间：2018-01-09 04:22

本文关键词：SERVQUAL和KANO模型结合在产科护理中的应用评价　出处：《山西医科大学》2017年硕士论文　论文类型：学位论文

【摘要】：目的:将服务质量差异(SERVQUAL)模型和卡诺(KANO)二维品质模型结合应用于产科护理管理领域,确定产科护理服务质量差异,发现产科护理管理中存在的问题;同时对产科护理服务属性进行分类,识别核心护理服务,提出改进产科护理服务流程的建议,为护理管理者建立一个新的决策分析方法。方法:1.服务质量差异模型分析:构建产科护理服务质量差异模型分析问卷,包括感知护理服务质量测评问卷和期望护理服务质量测评问卷,以服务质量差异模型(SERVQUAL模型)的五维度,即“有形性、可靠性、反应性、保证性、移情性”作为问卷的理论框架,参考柯卉基于SERVQUAL模型,结合我国护理服务工作修订的《护理服务质量评价量表》及田常俊的《基于患者体验的医疗服务质量评价研究》,并结合产科护理服务特色形成问卷;从孕产妇角度对产科护理服务质量感知-期望差异进行分析。2.KANO模型分析:构建产科护理服务KANO分析问卷,在产科护理服务质量差异模型分析问卷的基础上,改变问卷格式形成;将护理服务质量得分为负值的条目纳入KANO问卷,对产科护理服务进行分类,挖掘核心护理服务,从而有针对性的进行服务质量改进。结果:1.孕产妇期望护理服务质量测评问卷总体克朗巴赫系数为0.855,感知测评问卷总体克朗巴赫系数为0.918。2.孕产妇感知护理服务质量总得分为141.65±11.23,期望护理服务质量总得分为149.19±7.53,总体感知低于期望。3.五个维度的护理服务质量得分从高到低顺序为:有形性0.10±4.22;移情性-0.84±3.01;反应性-1.26±2.49;保证性-2.63±3.09;可靠性-2.95±3.64。4.经过单因素方差分析和多元线性回归分析结果显示孕产妇人均收入是影响产科护理服务质量得分的主要因素。5.产科护理服务KANO分析正向问卷的克朗巴赫系数为0.968,反向问卷的克朗巴赫系数为0.890。6.将服务质量差异(SERVQUAL)模型分析问卷结果中的23条服务项目纳入到KANO问卷,其中必备服务有10项,魅力服务有7项,期望服务有6项。7.根据Better-Worse系数,对提高产妇满意度影响较大的前五位的服务指标有:(1)及时了解产妇需求并尽力满足(2)主动倾听并安慰(3)耐心回答问题(4)提供个性化服务(5)保证与产妇沟通时间。结论:将SERVQUAL模型和KANO模型结合应用可以作为一种有效地护理服务质量评价方法,进一步找出产科护理服务弱点,帮助产科护理管理者制定决策提供理论依据,从而保证并改善产科护理服务质量,提高产妇满意度。
[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.

【学位授予单位】：山西医科大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：R473.71

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